We’re looking for enthusiastic people with a passion for helping others to join our First Contact Resolution team based at Walnut Court in Swindon as a Customer Service Advisor. 

What you’ll be doing as a Customer Service Advisor

As a Customer Service Advisor working in our customer-centric contact centre, you’ll answer inbound calls from our customers. Every call is different – from helping customers understand their water bill to helping customers who are facing financial difficulty find the best price tariff, you’ll listen to the customer and take ownership of their needs, showing empathy, being proactive and finding the best solution.

No experience? No problem! Whether you’ve worked in a contact centre before or not, we believe in investing in you and your career. If you thrive on challenges, love staying busy and enjoy helping others, the Customer Service Advisor is the perfect job for you!

Why Join us?

Community focus: We proudly support the communities we serve. To join us, you’ll need to live in the Thames Water region – you’ll know if you do because your water bill comes from us!

Fair opportunities: We’re dedicated to ensuring everyone in our region has access to the coaching and training they need to build a career they love. Creating a fair society is at the heart of everything we do.

Flexible shifts: You’ll work 36 hours a week, following a shift pattern that varies from month to month. Our team will discuss available shifts with you after you apply.

Assessment centre and team interaction: Participate in our assessment centre, and you’ll have the opportunity to meet and engage with colleagues in our Swindon office.

The start date for the role is Monday 2nd September 2024.

What should you bring to the role?

To assist you as you embark on your journey as a Customer Service Advisor, here are the skills and behaviours we are looking for:

  • Passion for customer service: Whether you’ve worked in a contact centre before or have experience helping customers face-to-face, your passion for exceptional service is crucial. Your commitment to putting customers first will set you apart.
  • Active listening skills: Effective communication begins with listening. As a Customer Service Advisor, you’ll actively listen to customer enquiries, concerns, and feedback. Listening to and appreciating their needs allows you to provide tailored solutions.
  • Resilience and strength: Difficult conversations are part of the job. You’ll encounter various situations, from simple queries to complex issues. Your ability to handle challenges with resilience and strength is vital.
  • Passion and team spirit: A positive attitude and genuine passion for helping others will shine through. As a team player, you will collaborate with colleagues to create an inspiring environment.
  • Computer literacy and problem-solving: You’ll navigate systems, databases, and communication tools. Problem-solving skills allow you to find efficient solutions for customers.

What’s in it for you?

This is a fantastic opportunity to make a difference and you’ll be working with like-minded people with customers at the heart of everything they do. We’ll provide you with comprehensive training to ensure you have all the skills you need to succeed.

Real purpose, real support, real opportunities. Come and join the Thames Water family

  • Competitive salary starting at £22,524 per annum
  • 24 days holiday per year increasing to 28 days with the length of service
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
  • Personal Medical Assessments – Open to all once a year
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

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 need to 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, so we encourage you to apply as soon as possible to avoid disappointment.