Customer Service Advisor

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

At Thames Water, our customers are at the heart of our business. We’re passionate about everything we do for our customers, their communities, and the environment. Our Customer Service Advisors are the voice of Thames Water, and this role is so important to us.

As a Customer Service Advisor in our Operations team, you'll be the first person our customers speak to when they call our customer service line. You’ll help our customers with their water and wastewater service enquiries, listening and asking relevant questions that will identify the problem. You'll be an effective advisor, informing of the process as you go along, and providing our customers peace of mind.

Using the latest Salesforce and Amazon Web Services technology, you’ll be helping around 25 customers daily, understanding the reason for their call, and capturing it on the system. You’ll provide an outcome that meets the customer’s needs, whether that’s providing information or sending an engineer. A professional comprehension of what makes first-class customer service is important, as are flexibility, multi-tasking, and problem-solving.

If you thrive on a challenge and love interacting with people to deliver exceptional customer service, then this could be the job for you!

This is a hybrid role working 2 days a week in our open plan contact centre and the rest from home once you are fully trained and confident in the role. Our friendly and welcoming teams value time together, so if you’d like to work from the office more often, that’s great too!

We’re offering a salary starting from £24,659 with the potential to increase to £25,612 after 6 months and then to £26,565 after 18 months (this includes a 10% shift allowance we offer with this role).

We will be holding an assessment centre on Friday 5th May 2023 in Kemble Court, Green Park, Reading

Our 7-week training and development program based at our office in Green Park, Reading, will help you deliver exceptional service to our customers. Throughout the training, you'll have dedicated help from an experienced team who are solely focused on your development.

Our Operations Contact Centre is located at Green Park, Reading, just off the M4, with free parking or a 20-minute bus ride from central Reading.

What you should bring to the role

Don’t worry if you haven’t done this before. We’re looking for enthusiasm, a great attitude, and dedication to learning and delivering excellent customer service

• A strong passion for customer service
• An excellent telephone manner with good written and verbal communication and social skills to interact with our customers
• Enthusiasm and being a great team player
• Willingness to learn and progress
• Good IT, listening, and problem-solving skills
• An ability to work within a fast-paced and sometimes pressurised environment

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’re committed to giving you great training and will ensure you have everything you need to thrive in this role.

Our competitive salary package includes 24 days of holiday and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being.

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 and flexible working arrangements.

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 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 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.