Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.
What will you be doing?
As part of our Operations team, you will be the first point of contact for inbound phone enquiries. You’ll help our customers by asking questions that will identify relevant information in order to diagnose the problem. You will be an effective communicator, informing customers of the process as you go along, and will be expected to take concise notes on each case whether it be a water leak or a sewer blockage.
No prior specialist knowledge is required as an 8-week training and development programme will be provided to help you deliver exceptional service to our customers. Throughout this period, you will have the dedicated support of experienced advisors who are solely focused on this programme.
You will be based in Kemble Court, Green Park, Reading which is located just off the M4 and a 20-minute bus ride from central Reading.
We’re looking for you to:
- Use your excellent customer service skills and experience, to ensure customers’ practical and emotional needs are met
- Take ownership of customer queries, liaising with teams of different stakeholders to identify the best solution to quickly resolve the problem
- Have excellent communication and interpersonal skills, to clearly interact with our customers
- Deliver exceptional customer service through an enthusiastic and positive approach, taking accountability for your role while working accurately and flexibly within a busy team
What’s in it for you?
This position provides a Pay Progression Scheme aligning with time in role and level of experience (up to £23,000). It is a shift-working role with a 10% allowance on top of salary, further details of which will be discussed during the application process.
There’s also an excellent contributory pension, 24 days holiday per year (increasing to 28 with the length of service) and a wider benefits scheme.
But more than that, our customer service centre is a fun, fast-paced environment where no two days will be the same. You'll be working with like-minded people who really want to make a difference for our customers. We're committed to giving you great training and will make sure you're confident in helping our customers.
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. We use our offices for both the training and development periods as this will help the right candidate get to know both the company and the teams they are working with. Once you’re confident in the role and meeting the standards we expect, you can apply; if this is preferable, for a hybrid approach working between home and the office. This will be discussed during the assessment process and as part of your ongoing performance review.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we are a Times Top 50 Employer for Women.
You can find out more in our working for us section of our website.