What is the purpose of the role?
It's an exciting time to be working in our customer service team as we continue on our journey to being a leading water retailer. We're committed to being here for customers and we know it's not just what we do but how we do it. We're investing in our operational business and investing in our people that deliver what matters to our customers. The aim of this role is to do the very best you can for Thames Water customers who contact us through a variety of channels about bills, meters and service-related enquiries. Taking ownership of their issues and resolving them or escalating them so that the customer never has to call us back is paramount and doing it in a way that surprises and delights them.
What makes this role unique?
There has never been a better time to join Thames Water than right now. We are an organisation that celebrates our past; are proud of what we achieve today and are excited about our future. We are passionate about everything we do and giving a great service to our customers really matters to us. But we know that we can still do much more so we are at the beginning of a transformational journey to reach higher and be better. So if you too are passionate about customers, have a great attitude, love solving problems and want to be part of a great success story then we're here for you.
What will this role involve?
This role will involve - Taking calls and responding to emails from customers about bills and payments, gaining a clear understanding of their enquiry and discussing the options with them to agree the best outcome.
Meeting quality monitoring targets to ensure that that the customers' practical and emotional needs are met.
Being the voice of Thames Water to customers and represent the company professionally and with pride.
Meeting or exceeding departmental and personal objectives and key performance indicators.
Clearly demonstrating Thames Water values to both internal and external customers.
What are we looking for?
To be successful in this role you will have a great attitude and be passionate about giving great customer service. You will have a customer service working background, preferably within a call centre environment. We are looking for someone who can demonstrate a track record of consistently delivering exceptional customer service. You will have to be able to listen attentively to customer and demonstrate that you really care as you may be dealing with stressful financial situations. As well as this, you will have good problem solving skills; be able to get to the crux of the matter. You will have a high standard of English grammar and spelling.
Thames Water information and salary details
This role is based in Swindon, Wiltshire. We are offering a salary from £17,000 to £18,500, dependant on experience. The position is 36 hours per week; the working pattern will be fully flexible shifts between 8am and 8pm Monday - Friday. You will also be required to work up to a max of 26 Saturdays per calendar year.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 19/12/2017.