Specialist Customer Service Agent, Extra Care Services


What is the purpose of these roles?

This role is within Financial Customer Care, Customer Experience.  Using specialist systems and knowledge, Extra Care Services Specialist Agents are responsible for completing a multitude of complex tasks directly related to customers who may have affordability problems or those who may need additional support by using our Priority Services Register.   This is a very exciting time to join Extra Care Services as we continue developing strategy and processes in relation to the priority register, customer assistance fund, Social Tariffs, Breathing Space and ultimately implementing the vulnerability strategy to ensure early identification and engagement with our most vulnerable customers.


What makes our roles unique?

You will gain vital knowledge in an area of the business that is critical in ensuring the delivery of fair customer outcomes to help our most vulnerable customers and those with affordability problems, whilst maintaining excellent customer service. .  As a department our aim is to provide a customer with a ‘one-stop-shop’, we, therefore, train our agents to be multiskilled to limit any handoffs within the team. As a department, we are recognised as specialists and therefore have access to a number of restricted processes and system functionality. . Whilst we are predominantly a front-line team, our longer-term strategy is to move to a blended operation which would mean that some days may be spent on the phones, but other days will be spent working on back-office activities. As we’re a relatively small department, you will be recognised as an individual all the way through to senior management and our ultimate aim will be to see you develop, flourish and reach your maximum potential.

What will these roles involve?

Within the Extra Care Services team, there are a variety of processes we carry out.  These roles could include;

  • To manage a challenging caseload
  • To be the main point of contact for customers within your caseload – keeping them fully updated at all times
  • To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines
  • To liaise with a wide range of stakeholders throughout the business
  • To negotiate/escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for your customer within regulated timescales
  • To ensure all Thames Water policies and procedures relating to customer complaints are followed – but, also to think outside of these where necessary to get a solution suitable to the customer and the company
  • To use the Here for Customers principles in all telephone and written communication
  • To control the customer journey, making it a positive one, and being accountable at all points
  • To have awareness of financial implications linked to customer outcomes
  • To balance customer satisfaction with cost to the business
  • To build a network of strong and respected relationships across the business – many of whom may be senior members of staff
  • To liaise with external partners to resolve ongoing issues
  • To have the confidence and ability to make decisions using large volumes of technical / complex information


What skills are we looking for?

To be successful for any of these roles you need to be up for a challenge!  You will need to be reliable, proactive, and flexible.  You will need to use some of our specialist systems which include SAP C4C and web based applications.

You will also have the ability to use the MS Office suite specifically Outlook, Word and Excel and draft bespoke letters that represent and uphold Thames’ values when dealing with difficult and complex situations. You must have sound communication skills, be able to work independently, making good decisions regarding prioritisation and be able to identify issues that need to be escalated.

  • Excellent customer service – with outstanding telephone communication skills
  • The ability to write an effective letter in line with Thames brand
  • Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business, and with the customer themselves
  • Strong problem solving skills – including taking ownership and accountability
  • Good understanding of commercial awareness
  • Confidence to maintain good relationships with Stakeholders
  • The ability to make correct decision for query resolution
  • The resilience to work well under pressure in a target-driven environment
  • IT literate – with the ability to pick up new software quickly
  • The ability to be flexible and adaptable to changing demands

Ultimately, you need to be resilient as our work environment can often be pressurised, where conversations can be difficult and sometimes emotional. Therefore, if you have the drive for seeing things through and the passion to deliver real tangible benefits to some of our most vulnerable customers, then this role is for you………

Salary details

All these roles report into Team Managers within the Financial Customer Care based at Walnut Court, Swindon. The roles are 36 hours per week, Monday to Friday, between the hours of 8:00 am to 5:00 pm

The role is matched to a Specialist Agent profile, which has a starting salary of £21,350 with the expectation of moving to £23,000 within 12 months -  dependent on demonstrable experience.