Customer Care Agent

Are you a highly organised and motivated individual who is a team player and able to work independently? If so, this could be the perfect opportunity for you. This is a great opportunity to learn more about the customer incident processes and make a difference in helping our customers.

What you’ll be doing as a Customer Care Agent
You will be utilising your skills and experience and build extensive knowledge to be a key point of contact during events. This includes creating and editing bulletin boards for events, calling our priority customers to keep them informed of any issues, liaising with key stake holders including Emergency services, TFL, Environmental Agency, and local authorities.

Key responsibilities include:

• Supporting the Operations Contact Centre by clear communication on progress on repairs and events
• Keeping our priority service customers up to date about outages or alternative supplies
• Build respected and trusted relationships with peers, managers, and stakeholders
• Accountable for personal and professional development; maintain and enhance technical knowledge, skills and mindset to keep up with the pace of change
• Analytical, reporting and presentation skills to interrogate data and trends and identify required actions
• Monitor and escalate service volatility, track and escalate where needed
• Ensure the team follow a no-compromise approach to Health & Safety

What you should bring to the role

• Great attention to detail and accurate data entry skills
• Be a strong and clear communicator and deliver our values
• Previous knowledge of the water & wastewater process would be beneficial
• A strong attention to detail
• Previous customer service experience
• Proficient at using IT systems ie Microsoft office & be able to adapt to using new software quickly
• Be a team player and support co-workers
• Able to work in a fast paced and demanding environment to meet tight deadlines

What’s in it for you?
This is a perfect opportunity for people looking for a challenging, yet busy and exciting role.

Due to the nature of the role, there is a requirement for you to be in the office however we do have some flexibility to work from home on occasion. This can be discussed during the interview.

This role works on a 16 week shift pattern with rotating shift times of either 06:00 -14:45 or 13:15 -22:00. There is also a requirement for weekend working on a rotating basis.

• Starting salary of £22,500 per annum increasing with skills and 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.