As one of our Case Management Advisors, 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 a variety of complex queries through to resolution and ensure that our customer needs are met.
What you’ll be doing as a Case Management Advisor
As a Case Management Advisor, you'll be owning customer cases, managing incoming work and progressing ongoing investigations. You'll be liaising with other departments to get some extra detail to resolve your customer's query, making outbound calls, writing letters or emails, also taking inbound calls from customers. There is a lot of variety in this job and no two days will be the same. As Case Manager Advisors, we are a vital support to our revenue and complaints department supporting them during busy periods.
We are passionate about everything we do and giving a great service to our customers matters to us.
What you should bring to the role
You must be passionate about our customers, motivated to learn new skills, with a positive approach and a drive 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.
- Must have the ability and be willing to use multiple systems.
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.
What’s in it for you?
This role is based at our service centre on Kembrey Business Park in Swindon. Although this role will initially be based onsite, we do offer a hybrid way of working once competent in the role.
You will be working 36 hours per week between the hours of 8 am and 5 pm Monday - Friday, on rotational shifts.
Our customer service centre is a fun, fast-paced environment where you will be working with like-minded people who 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.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. 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.
When a crisis happens, we all rally around 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 earn some extra money along the way.
Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.