What you’ll be doing 

The Contact Centre Support Analyst is to ensure all work activities carried out on the Contact Centre Platform as well as back-office Telephony IPT and other Telephony/telecom systems are in line with existing procedures and meet current standards. Activities will include, but not be limited to, planning work schedules of installations, changes and supporting internal teams when carrying out troubleshooting of incidents or responding to queries and when working with projects and sprints.

Will be responsible for adhering to predefined requirements, following Change or Incident tickets. Working with internal and external teams to ensure platforms/services meet with their functional requirements, while adhering to existing standards and industry best practices.

Working within the Contact Centre Support team providing cover as and when required, to maintain 24x7 operations. This role will require travel to sites within region and may include travel to other regions as and when required.

Role Responsibilities

  • Ensure 24/7 Service availability and recoverability from any scenarios across the IPT Telephony and Contact Centre platforms
  • Participate in call-out rota, providing effective 365/24/7 cover
  • Act as SME for Digital during major incidents and critical change scenarios
  • Handle operational transactions pertaining to the Telephony and Contact Centre services including Incidents, Service Requests, Changes, Problem tickets etc. to ensure effective end-to-end service support
  • Assist multiple customer groups on Telephony and Contact Centre platforms within the business, ensuring their satisfaction and enabling them to serve external customers effectively
  • Ensure Daily health-checks are done, feedback any gaps seen and close these with improvement recommendations
  • Effective support of Projects and Sprints – New Service introductions, Modifications, Upgrades, Decommissions etc. - related to the Telephony and Contact Centre Services
  • Create, update and implement Patching schedules in association with the Thames Digital Security team
  • Report faults to relevant Service teams and act timely on events to prevent service interruption
  • Work with third-party vendors to resolve issues and implement enhancements to deliver to SLA and achieve KPIs, improving customer experience
  • Participate in Service Review Meetings with vendors; highlighting strengths and areas-of-improvement in order to improve their performance
  • Recognise, mitigate and eradicate risk in the Telephony and Contact Centre domain
  • Provide reports as required by Management, for trend analysis and as required by the business areas where it is within the remit of Thames Digital
  • Acting as an escalation point within the teamContribute with solutions and idea’s to support Agile ways of working within the wider delivery model

What you should bring to the role


  • Advanced technical troubleshooting experience
  • Experience with industry -standard ticketing system (Service Now preferred)
  • Experience of working with outsourced 3rd party suppliers
  • Experience of SIP/VoIP/PSTN/IVR/Inbound Numbers architecture
  • Provable experience of supporting/troubleshooting Contact Centre and Telephony Platforms


  • Qualification or equivalent in ITIL Foundation and or ITIL Service Operations
  • Working knowledge of cloud infrastructures
  • Experience working with project delivery
  • Experience of working with national/international standards e.g. ISO20000, ISO27000, ITIL, Six Sigma
  • Expertise in IVR design and creation
  • Experience in a supervisory role

What’s in it for you? 

We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach with various options across working from home, office and our sites. 

Our competitive salary includes 26 days holiday per year increasing to 30 with length of service.  

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 and 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, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate in a rota to provide Customer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’ll be given full training – it’s also a great opportunity to learn more about our business and meet colleagues. 

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.   

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.