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 of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
About the role:
We are looking for someone to join our WMS team to cover Maternity leave from mid-January 2023 to mid-December 2023 as a Revenue & Billing Associate. WMS is required to develop, implement, and facilitate the delivery of Thames Waters’ Market obligations for the non-household customers. We enable the sale of services to all companies licensed to operate in the Water Markets, this equates to over £400m of revenue that is managed within the team. As well as managing up to approximately £200m of risk associated with market compliance.
This role involves case management in our billing team. You will be handling complaints, escalations, and support with wholesale billing, revenue, and customer service targets
This is a unique opportunity to play a major part in shaping and driving this process, creating revenue, driving insight and improving performance for the business. We will provide you with all the tools you need to grow within the business and embark on a successful career with Thames Water.
As a successful candidate, you will need to bring your exceptional customer service skills and be driven to meet the evolving needs of your wholesale customers.
What you will be doing:
- By effectively and professionally communicating with our customers via email or telephone, you will be providing an excellent customer experience to the required internal and external standards - providing first-class customer service at all times.
- You will contribute to the team’s success, by demonstrating the company values, sharing knowledge with fellow associates, and developing best practices for delivering an outstanding experience to customers.
- You will carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed with performance targets.
- You will identify opportunities to optimize best practices through minimizing operating costs and regulatory/market risk, where appropriate.
- You may find yourself involved with analytics and investigations as part of the role and your development.
What skills are we looking for?
- You will have well-developed interpersonal skills, specifically an individual with good communication skills across verbal and written channels, and effective at working within a team.
- You will possess creative problem-solving abilities in a customer service or customer-facing environment and will have important characteristics to deliver this, such as effective listening skills and an appropriate tone when engaging with customers.
- It is essential that you are PC literate with Microsoft Packages, and it would be highly desirable if you have had previous customer-facing experience.
- You will also have a good level of financial awareness coupled with foundation/intermediate Excel skills.
- You will demonstrate an ability to organise yourself over multiple workflows efficiently to meet KPI’s.
- It is highly desirable that you have experience using Cordys, Navision, CIS or SAP CRM.
What’s in it for you?
Maternity cover/secondment, offering between £19,135 to £25,000 per annum (pro-rata) depending on skills and experience. Our competitive salary package includes an excellent contributory pension, 24 days holiday per year (pro-rata) increasing to 28 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.
We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.