This vacancy is now closed

 

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:

  • As a case manager, you’ll be the first point of contact for written complaints and enquiries – which you will resolve for the customer within given timescales
  • You’ll be an effective communicator, keeping the customer informed throughout the process. You will manage the resolution of the case through skilled negotiation with a wide range of stakeholders throughout the business, becoming the customer’s champion when faced with barriers or challenges
  • You’ll take ownership and responsibility for issues until you’ve been able to answer all the points raised by the customer. In addition, you’ll keep clear notes on the customer's account, detailing the investigations and actions you’ve taken along the way
  • Once the case is resolved, you’ll contact the customer by telephone to advise them of the outcome, or where the customer is not available, write a full and detailed response
  • You’ll be targeted on the quality and thoroughness of your response to the customer, on its effectiveness to stop repeat complaints from them on the same issue, and whether the case was managed to a timeframe

We’re looking for you to have the following:

  • Excellent customer service skills – with outstanding communication skills, both written and verbal, and the ability to form good relationships with stakeholders
  • Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business, and with the customer themselves, and the resilience to work well under pressure in a target-driven environment
  • Strong problem solving skills – including taking ownership and accountability, as well as the ability to make decisions for query resolution

What’s in it for you?

In this role, you’ll be the customer’s ambassador – their voice within the company. You’ll have the opportunity to build a relationship with them, providing a single point of contact for them until the resolution of their complaint.