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. We are an essential service and have operated throughout the Covid19 pandemic.
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 you will be doing
The Technical services team manage journeys that have been identified as being technically complex journeys. The team are key to ensuring that the customer is kept up to date throughout the journey utilising the technical knowledge and skill to drive the journey forwards to completion. The key goal is to understand, take ownership and actively reduce the need for customers to contact us, resolving issues quickly and keeping customers updated through proactive case management, providing the most cost effective and appropriate means of delivery.
The role involves offering a customer further guidance on how to resolve their issue if the field and operations teams have clearly identified that the issue is internal, where the issue is a Thames water responsibility, ensuring that the work is completed in a timely manner through the most cost effective route by triaging incoming activity and scheduling to contract partners. This additional support helps get the customer issue resolved more quickly and drives better customer satisfaction. Excellent stakeholder engagement skills are therefore vital for this role, communicating with numerous teams across the business and relaying relevant information back to the customer in a timely manner.
We’re looking for you to:
- Have previous customer service experience – industry relevant experience would be beneficial but not essential.
- Have the ability to work under pressure – and reach demanding targets.
- Be able to work effectively as part of a team – and have excellent communication skills, as well as IT literacy.
What’s in it for you?
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.
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. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
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.