What is the purpose of the role?
Thames Water carries out 15,000 new water connections every year and deals with more than 45,000 requests to connect to a public sewer. Handling the applications, designs, installations of meters, pricing and payment across a complex and heavily regulated business is all managed by our Developer Services Team. The purpose of the role is to process orders for the installation of meters, after first determining the needs of each developer’s requirements, including any associated fittings for their respective development sites. You will arrange for the delivery of the meters to the site address as dictated by the customer, and the subsequent proving of the meters so the details can be passed across to our colleagues in the billing team.
What makes this role unique?
This is a great opportunity to join a busy team of administrators helping to ensure we get new customer accounts set up as soon as practicably possible for the installation of new meters. This ensures that we receive account revenues as quickly as possible, and assists in driving down the company’s leakage figures for ‘unaccounted water’. You will provide first class customer service to both our external customers and internal stakeholders who require highly accurate data returns and strict adherence to SLA’s in place for the meters into account process. Working with both internal and external stakeholders, you will gain a wealth of experience to a variety of departments within Thames Water. A great addition to your CV, you will be required to routinely check on the progress of all meter orders as well as sharing data around the company so it is essential this is kept up to date all the time.
What will this role involve?
Communicating at all levels of the organisation, you will be required to:
Liaise with our meter installation partners to gather data on the status of the meter.
Setting up of new customer accounts with Thames Water.
Provide high quality customer service through prompt and professional response to customer contacts by telephone, letter or e-mail.
Positively assisting the clean water customer services agents in the resolution of key customer issues/high level complaints, providing accurate and timely information as necessary.
Assisting the billing team to ensure all new connections can result in a new metered account promptly.
Maintain a clear desk policy as much as practicably possible, ensuring that information is appropriately filed and archived.
What are we looking for?
To be considered for this role, it is essential that you have a strong administrative background, with demonstrable experience of managing multiple workloads of one time. You will be a highly organised individual, motivated to achieve results with previous experience within a customer service role, ideally within the water industry. You will have strong verbal and written English and it is imperative for this role that you have excellent communication skills with first rate interpersonal skills. You will need to be confident picking up new information systems and you must have previous experience with Microsoft Office, particularly Excel. There is a lot of use of spreadsheets in this role, so, a good, practical working knowledge of this software is a must. A passion for providing great customer service is key and you will need to be a self-starter and work pro-actively to help ensure the developers we deal with enjoy the best possible customer experience as they pass through the end to end new water connection journey.
Thames Water information and salary details
This role is offering a salary of up to £23,000 dependent on skills and experience, based out of Clearwater Court in Reading. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 30/04/2018.