Help desk agent

Posted on:

Job Details

Location: Reading

Type: Permanent

Ref: e20013659


What is the purpose of the role?

To provide an excellent customer experience to Thames Water customers, using appropriate techniques and channels in order to achieve first time resolution in line with Thames Water standards.

What makes this role unique?

You will form part of a programme that will affect our customer and shape and mould customer experience journeys. You are the first point of contact for all new customers, so will have a direct influence on whether the customers decide to continue their relationship with Thames Water. You will be involved in a range of areas taking inbound calls and making outbound calls and updating customer accounts.

What will this role involve?

This role will require you to learn in depth technical information about pipe materials and water regulations requirements and an interest in the water and wastewater industry would be advantageous. You will be responsible for advising the customers such architects, planners and everyday home owners, which means you will need to be able to communicate clearly and professionally to technical stakeholders as well as in laymans terms for non-technical customers.

Other key areas will include:

Providing an excellent customer experience to required standards.

Contributing to team success, by demonstrating Thames Water values, sharing knowledge and best practice.

Dealing with any new services connections as well as building overall agreements.

Carrying out accurate work complying with company processes and regulatory requirements to agreed performance targets.

Identifying opportunities to minimise cost and maximise revenue where appropriate.

What are we looking for?

To be successful in this role you will have excellent customer service skills and problem solving abilities in customer-facing environment. Proven experience in first contact resolution as well as willingness to work in change environment. This is a very fast paced role and we are looking for a professional who is a team player with well-developed interpersonal skills. The ideal candidate will have Developer Services knowledge however this is not essential. You will have hands on working knowledge of complaints and call centre. We are looking for quick learners who will either already have working knowledge of CRM, ECC, Charter systems or be able to pick up fairly quickly.

Thames Water information and salary details

This role is based in Reading, Berkshire and reports to the Developer Services Team Manager. We are offering a salary of up to 23,000, and this role covers 36 hours a week, Monday to Friday, 8:00am to 5:00pm on a rotating shift pattern. 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.

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 23/04/2018.