CGS Advisor

We have an exciting opportunity for a Customer Service Advisor in the CGS Payments Team.

What you will be doing as the CGS Advisor: As a successful candidate, your role will be primarily about processing payments for customers within strict timeframes. You’ll be working with data providers from all around the company, including contractors working for Thames Water, daily.

You’ll also be expected to handle written and telephone queries from customers who may be entitled to a payment so strong customer service skills and a desire to resolve problems are necessary.  The data that you enter also feeds into monthly and annual performance reports which are subject to audit so entering accurate data is important.

You’ll also help maintain process documents within the team.

Base Locations: Hybrid - Kemble Court - RG2 6AD, Hybrid - Walnut Court - SN2 8BN

Working Pattern or Hours: 36 Hours Monday-Friday.

What you’ll be doing as CGS Advisor:

• Process customer payments in line with our regulatory obligations and by our Customer Guarantee Scheme.
• Respond to customer queries while on the telephone.
• Write both standard and tailored letters to customers to explain entitlement to payment or answer questions about payments.
• Investigate and analyse requests for CGS payments submitted for consideration by other areas of the business and the public.
• To investigate compliance failures highlighted to the CGS Payments Team and complete all necessary amendments whilst maintaining an auditable trail.
• Highlight drivers of CGS payments to the management team to ensure closed-loop feedback is given to business groups thus improving the customer experience.
• Enter accurate data within corporate systems and tracking spreadsheets.
• Assist in weekly, monthly and annual data reconciliation.

What you should bring to the role

• As this is a customer-facing role, strong verbal and written communication skills are essential. 
• You will have a high level of computer literacy and be comfortable working with a variety of different systems within the company including SAP CRM, Spring, and WFM.  In particular, a good working knowledge of Excel is required including the use of basic functions. 
• As your data entry provided valuable performance information to both external parties and Senior Management within the company, high levels of accuracy and numeracy are essential.  Experience in accounting or reconciliation would be advantageous although not essential.
• The ability to use your initiative, be organised and work efficiently is essential.
• You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team a positive demeanour and being a good team player are essential qualities.

What’s in it for you?

• Competitive salary.
• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)
• 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 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 enriching 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.