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’ll be doing

This essential role will work within the Wholesale Service Desk, handling all service requests raised by wholesale customers, using request fulfillment processes and wholesale systems to ensure they are delivered in line with the market codes and service desk objectives. We are currently growing our team and are looking for several Service Delivery associates to join us in April.

The UK water industry is rapidly evolving. As of 2017, the first step-change in the industry took place where all business customers had a choice of water and waste-water retail supplier. Thames Water and the wider industry responded to this challenge by becoming more market-focused and implementing innovative changes to enable this competitive choice.

Wholesale Market Services sits within the core of Thames Water’s business and is at the heart of the area required to facilitate the delivery of our business’s new market obligations. We operate on behalf of Thames Water Wholesale Water and Wastewater to enable the sale of services to all companies licensed to operate in the water markets, this equates to over £400m of revenue that is managed within the team. The team also manages approximately £40m of risk associated with market compliance.

This unique opportunity will enable the successful applicant to play a major part in the operation of these new market arrangements. The Service Delivery Associates will work within the Wholesale Service Desk, a function right at the heart of Thames Water’s market operations, providing essential support to Thames Water Wholesale’s customers.

We’re looking for you to

  • Providing an excellent customer experience to the required standards of Thames Water Wholesale, the Wholesale Service Desk, and the Market Codes.
  • Contributing to team success, by demonstrating Thames Water values, sharing knowledge with fellow associates, and developing best practices for delivering to Wholesale customers
  • Carrying out accurate work that complies with Wholesale Service Desk processes, market requirements, and regulatory requirements, meeting agreed on performance targets.
  • Identifying opportunities to optimise best practice through minimizing operating cost and regulatory/market risk, where appropriate.

What Skills are we looking for?

We are seeking an individual with well-developed interpersonal skills, specifically an individual with good communication skills across verbal and written channels, and effective at working within a team. The individual will have strong problem-solving abilities in a customer-facing environment and will have important characteristics to deliver this, such as effective listening skills and an appropriate tone when engaging with customers.

A successful candidate needs to be PC literate and numerate. Finally, it would be desirable to have a candidate who has previous customer-facing experience (customer service experience).

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’re moving to a hybrid approach where we’ll 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. You’ll enjoy fast-tracked career opportunities, flexible working arrangements, and unparalleled benefits if you join our team. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion, and Disability Confident Leader and we’re a Times Top 50 Employer for Women. 

Click here to find out more about working at Thames Water.