This is an exciting and varied role who support our partners to deliver the customer outcomes we expect following the Make It Easy Framework. The team provides daily agent support across Billing (Voice and Digital), manages rectifications, responds to urgent emails, and delivers real‑time digital and voice chat assistance.

We are looking for an Outsource Partner Delivery CC Specialist who is motivated, thrives in a fast‑paced environment, and is passionate about delivering exceptional customer experiences. You will inspire others to perform at their best—even when things become busy, challenging, or driven by high expectations.

Success in this role requires excellent communication skills and the ability to adapt your style when supporting offshore colleagues, recognising the nuance needed to build strong, collaborative relationships across locations and cultures. If this sounds like you, this could be the perfect next step in your career.

What you’ll be doing as an Outsource Partner Delivery CC Specialist 

In this role, you will provide real‑time support to our partner Tech Mahindra, specifically the Billing teams across all channels—including Voice, Two‑Way Messaging, Webchat, and Social Media. You will support with query guidance, rectifications, escalations, and manager callbacks, while working closely with the Outsource Customer Service Team Manager and liaising directly with Tech M colleagues in Hyderabad, India.

Key Responsibilities

Rectifications & Quality Assurance

  • Manage the Rectification Spreadsheet, ensuring all digital rectifications are completed within SLA.
  • Facilitate effective feedback loops and maintain feedback trackers.
  • Liaise with Tech M on dip checks, identify trends, and provide daily feedback.
  • Highlight any urgent voice rectifications requiring Tech M action—and support in completing these when needed.

Real‑Time Channel Support

  • Provide daily support in all digital channel chats, helping agents resolve queries quickly and accurately.
  • Flex into voice chat support when required.
  • Ensure guidance is consistent, clear, and aligned with the Make it Easy principles.

Escalations & Manager Callbacks

  • Support Tech M with escalations and manager call-backs where appropriate.
  • Help ensure customer issues are resolved promptly and effectively, reducing repeat contacts.

Email & Cross‑Team Support

  • Handle and respond to daily escalated emails from internal teams, such as:
    • DPA Team.
    • High Value Cancellations.
    • Metering Team.
  • Ensure responses are accurate, timely, and contribute to seamless customer outcomes.

Offshore Partner Collaboration

  • Build strong working relationships with colleagues in Hyderabad, adapting your communication style to support cultural clarity and shared understanding.
  • Provide structured, supportive feedback and act as a trusted SME for Billing and TW operational processes.

What you should bring to the role

  • A strong passion for delivering excellent customer service.
  • Excellent telephone manner and strong written and verbal communication skills.
  • Confidence in interacting with customers, colleagues, and offshore partners.
  • Enthusiasm and a positive, team‑focused attitude.
  • Willingness to learn, grow, and adapt.
  • Strong IT literacy and solid system knowledge—particularly within C4C)
  • Active listening and problem‑solving skills.
  • A customer‑centric mindset grounded in empathy and clarity.
  • Ability to remain resilient and composed in a fast‑paced, sometimes pressurised environment.
  • A genuine passion for delivering great customer outcomes and supporting others to do the same.
  • Strong Knowledge of Thames Water Processes.
  • High-Performing Quality Scores.
  • High-Performing CSAT Scores.

Role Details

  • Full‑time. (36 hours per week) between 8 am and 8 pm
  • Hybrid role: normally based in Newbridge Square, Swindon, with office attendance required as needed.

What’s in it for you?

  • Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
  • Generous Pension Scheme through AON.
  • Performance-related pay plan directly linked to company performance measures and targets
  • Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know; we’re here to help and support.

When a crisis happens, we all rally around 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 and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.