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 of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
What you’ll be doing
This role works within our Extra Care Services, Financial Customer Care Team. The aim of Extra Care Agent is to ensure we provide those customers with specific needs with the right support at the right time. This support may be finding the best way to pay their water bill or ensuring they are registered for the right help if a water incident happens in their area. We know the cost of living will impact customers, so this team will be critical in providing those customers with tailored support.
The support you will provide to customers will be varied and below are some examples;
• Supporting customers facing financial and personal difficulties by taking the time to listen and understand their personal circumstances so you can find the best support we can provide
• Maintaining the right level of contact with customers to ensure they are up to date with their queries and ensure your interaction with them is positive
• Taking ownership to resolve customer queries and resolving customer complaints
• Working with key teams, both internal and external, to improve the way we work
What you should bring to the role:
The most important skills are;
• Reliable, proactive, independent, confident, adaptable and thrive in taking accountability to get things done
• Ability to use IT specifically MS office, but we will train you on the other systems we use
• Great customer service skills by being at ease talking to customers on the phone and the ability to listen to their needs
• Ability to draft customer letters
• Understand how to prioritise your work and know when things need to be escalated
What’s in it for you
Our Extra Care Team is a fun, fast paced environment where no two days will be the same. You will be working with like-minded people who really want to make a difference to our customers. We are committed to giving you great training and will make sure you are confident in helping customers.
This role reports to a Team Manager within the Extra Care Services team and is based at Walnut Court, Swindon. After you have successfully completed your probation, you will have the opportunity to work hybrid, this tends to be working 2 days from the office and 3 days at home.
The roles are for 36 hours per week, Monday to Friday, 8 am to 3.45 pm, 9 am to 4.45 pm and 10 am to 5.45 pm.
This role reports to a Team Manager within the Extra Care Services team and is based at Walnut Court, Swindon. After you have successfully completed your probation, you will have the opportunity to work hybrid, this tends to be working 40% of your week from the office and 60% at home.
Starting salary is £21,350 per annum with the expectation of moving to £23,000 per annum within 12 months, however, is dependent on delivering against performance expectations and demonstrable experience.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader employer.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round 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, meet colleagues and a earn bit of extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.