CSL Coordinator

The Customer side leakage team manages leakage journeys that have been identified as being either proven as customer responsibility, or require further investigation to determine if the leak is a customer responsibility, or a Thames Water responsibility. Journeys can be technically complex and emotive for customers which therefore requires a high standard of customer service.

What you’ll be doing as a CSL Coordinator

• The role involves offering a customer further guidance on how to resolve their issue if the field and operations teams have identified that the issue is internal or a customer responsibility. Where the issue is a Thames water responsibility, ensuring that the work is completed promptly through the most cost-effective route. 
• The team is key to ensuring that the customer is kept up to date throughout the journey utilizing the specialist knowledge and skill to drive the journey forwards to completion.
• Excellent stakeholder engagement skills are vital for this role, communicating with numerous teams across the business and relaying relevant information back to the customer promptly.
• Focusing on supporting the customer to understand the different options available to them and their responsibility to reduce leakage. The key goal is to understand, take ownership and actively reduce the need for customers to contact us, resolving issues quickly and keeping customers updated through proactive case management, providing the most cost-effective and appropriate means of delivery.

What you should bring to the role

• Great attention to detail and accurate data-entry skills.
• Previous office administrative experience.
• A strong attention to detail.
• Previous customer service experience.
• Be a team player and support co-workers.
• Able to work in a fast paced and demanding environment to meet project timescales.

What’s in it for you?

This is a perfect opportunity for people looking for a challenging, yet busy and exciting role. This is a hybrid role with the requirement to be in the office 2-3 days per week.

• Salary of £25,000 depending on skills and previous relevant experience.
• 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?

Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties'. 
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, background, 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.