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 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 team
  • Contribute with solutions and idea’s to support Agile ways of working within the wider delivery model

What you should bring to the role 


  • Advanced troubleshooting/problem solving experience
  • Experience with industry-standard ticketing system (Service Now preferred)
  • Experience of working with outsourced or 3rd party suppliers
  • Experience of SIP/VoIP/PSTN/IVR/Inbound Numbers architecture
  • Provable experience supporting/troubleshooting contact centre and Telephony platforms


  • 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? 

The role is varied, giving you the opportunity to take responsibility and ownership, to think outside the box and to have thoughts and ideas used to create and improve processes. This is a great opportunity to contribute to making improvements - our team thrive on being challenged and ensuring that we deliver the best outcomes for our customers and our business. 


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 package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service 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. 

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 embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive.  We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

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. 

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.