This vacancy is now closed

 

About the role:

To be part of the Quality & Compliance Team within Operational Planning, supporting the business to maintain high standards of customer engagement through consistent quality monitoring and auditing of inbound and outbound communications.

To provide quality monitoring of key business processes to ensure compliance is maintained at all times. This role will support all quality functions across water, waste water, above ground planning & customer operations.

Key Accountabilities:

  • Performing call monitoring and providing insight and feedback through verbal and written communication
  • Using quality monitoring data management systems to compile and track performance at team and individual levels
  • Reviewing processes and ensuring that they work for both Thames Water and the customer to continually work towards the goal of improving the service we provide
  • Interacting with internal and external customers in a timely, professional, efficient and polite manner
  • Provide timely feedback to the Quality Leads and Quality Manager to inform coaching and training interventions
  • Ability to work across all areas of Operational Planning as the needs arise

To be successful, you will have the following skills and experience:

  • Previous customer service experience required, preferably in a telephony-based environment
  • Customer focussed with strong communication skills
  • Good attention to detail in own work and in checking others work against an agreed quality framework
  • Self-motivator, focussed and personable individual with the ability to work autonomously yet part of a wider team
  • Understanding of the importance and purpose of an effective quality framework and programmes to drive individual and business performance and continuous improvement

What’s in it for you:

This is a really varied role in which you will be cross skilled to support both the water and waste functions of the business.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.  

We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.   

Click here to find out more about working at Thames Water 

About us:

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, 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. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.

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, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.