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Who are we?

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. 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

You 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 of 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 excellent customer service skills with outstanding communication skills, both verbal and written.
  • Have strong negotiation and problem-solving skills – to gain a successful outcome when dealing with other areas of the business and with the customer themselves.
  • Have the resilience to work well under pressure in a target-driven environment.
  • Be IT literate with the ability to pick up new software quickly.

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.

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.