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. Working in the clean and waste water operations team you will have the opportunity to provide a first class resolution services for customers. You will handle and resolve inbound customer enquiries relating to customer issues, such as burst drain pipes or sewage leaks, you will need to recognise the problem and identify the relevant information to be able to send out an engineer to solve the problem. Full training will be provided to help you deliver an exceptional service to our customers.
What makes this role unique?
Are you passionate about customer service? Do you have experience of delivering excellent service to customers, either face to face or over the phone? We are recruiting for a highly motivated and fast paced team within our client's customer service centre in Reading. There has never been a more exciting time to join us than right now. So if you 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 and receiving customer calls to discuss issues around clean and wastewater.
Meeting quality monitoring targets to ensure that that the customers' practical and emotional needs are met.
Being the voice to customers and represent the company professionally and with pride.
Meeting or exceeding departmental and personal objectives and key performance indicators.
Clearly demonstrating values to both internal and external customers.
What are we looking for?
First and foremost we need people that are passionate about customers as they are our number one priority, so if you share this passion we want to hear from you. You will need to have a strong background in customer service and, ideally, experience in working in a contact/call centre environment. Full training will be provided. You will be able to deal effectively with customer issues in a professional manner. A clear and concise communication style is essential and you should demonstrate a brand awareness to ensure that we are delivering a consistently high service to its customers at all times. You must have the ability to work within a fast paced, sometimes pressurised environment.
Thames Water information and salary details
This role is based in Green Park, Reading. We are offering a salary from £17,500 pro rated to £9.35 per hour. Our contact centre is open 24 hours a day, 365 days a year. We are looking for agents who will work weekends and evenings. You will need to be available from 16:00 -21:00, Monday to Friday for training for 7 weeks. You will then move on to your evening/weekend shifts. Once you have applied we will contact you for a telephone screening where we will discuss the hours you can work in more detail. Our competitive salary package includes an excellent contributory pension and a wider benefits scheme which includes an annual pay review, child care vouchers, season ticket loans and loyalty awards for continuous service plus many more.
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 28/3/2018.