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
As our Case Management Advisor, you’ll be at the heart of our business, helping customers who contact us through a variety of channels about their bills, meters, and service-related enquiries. This could be via phone, email, letter, or social media. You will case manage complex queries through to resolution and ensure our business targets are met.
This means as the Case Management Advisor you will be owning customer cases and managing incoming work and progressing ongoing investigations. Speaking to other departments to get some extra detail to resolve your customer's query, making an outbound call back to a customer or writing a customer a letter or an email. There is a lot of variety in this job and no two days will be the same.
We are passionate about everything we do and giving a great service to our customers really matters to us.
What you should bring to the role
We are really open-minded about your past experience, but you must be a motivated person with a positive approach and a passion to get it right at every step of each customer’s journey. If you have the willingness to learn, we can teach you the rest. Experience would be a bonus, but this is not essential. It’s all about the right attitude for us.
We are looking for people who have these attributes:
- Curious about understanding customer needs and tenacious in doing what needs to be done to achieve the right outcome for each customer.
- Proactive and a self-learner who constantly looks to improve and deliver for each customer.
This role is based at our service centre on Kembrey Business Park in Swindon. We are offering a salary of up to £20,200, dependent on experience, which will increase after 12 months. You will be working 36 hours per week between the hours of 8am and 5pm Monday - Friday, on a rotational shifts
Although this role will initially be based onsite, we do offer a hybrid way of working once competent in the role.
What’s in it for you?
How fantastic would it be to use your initiative and deliver excellent customer service?
You will take ownership of the customer’s issue, being curious to fully understand the query and identify the best solution to resolve it fully creating high levels of customer satisfaction.
Our customer service centre is a fun, fast-paced environment where you will be working with like-minded people who really want to make a difference to our customers.
Thames Water is a place where you can grow your career – the 4 weeks of innovative training you’re given when you start will give you a fantastic grounding to develop your future career in customer service or move into one of our other many support functions. The range of opportunities is huge.
You will have mentors and a supportive management team that will help you shine, with team huddles and rewards such as star of the week and employee of the month, as well as the opportunity to get involved in team-building activities such as our annual raft race for WaterAid and our Pantomime!
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 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 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.