Customer Service Agent

Are you passionate about delivering exceptional customer service and making a positive impact? We're looking for enthusiastic individuals to join our Operations Contact Centre team. This is a permanent role where you'll have the opportunity to truly make a difference.

What you’ll be doing as a Customer Service Agent 
As a Customer Service Agent in our Operations team, you’ll be the first point of contact for customers calling our service line. You’ll assist with water and wastewater service inquiries, actively listening and asking key questions to identify and address the issue.

By providing clear guidance throughout the process, you’ll ensure customers feel informed and reassured. Using advanced Salesforce and Amazon Web Services technology, you'll handle customer calls daily, accurately logging each interaction and understanding the reason behind the call.

Whether it’s providing information or arranging an engineer visit, your goal will be to deliver outcomes that meet the customer's needs. If you enjoy tackling challenges and thrive on engaging with people to deliver outstanding customer service, this could be the perfect job for you!

Location: Kemble Court, Reading / Swindon, Walnut Court 
Hybrid – 8-hour shift between 6 am – 10 pm Monday to Friday. Working 1 full weekend in 3 (36 hours a week). This includes any bank holidays that fall on your normal working day.

 What you should bring to the role
No need to worry if you're new to this – we’re more focused on your enthusiasm, positive attitude, and commitment to learning and delivering exceptional customer service.

• A genuine passion for providing outstanding customer service
• Excellent telephone manner, with strong verbal and written communication skills to engage with customers effectively
• Enthusiasm and the ability to collaborate well with your team
• A willingness to learn, grow, and advance
• Strong IT, listening, and problem-solving skills
• The ability to thrive in a fast-paced, sometimes high-pressure environment

What’s in it for you?

• We’re offering a salary starting from £25,659 with the potential to increase to £26,659 after 6 months and then to £27,659 after 18 months
• 24 days of holiday per year increasing to 28 with the length of service (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
• Personal Medical Assessments – Open to all once a year

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, 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.