Helpdesk Agent

Are you passionate about delivering exceptional customer service and finding solutions that make a real difference?

As a Helpdesk Agent, you’ll be the friendly voice and trusted guide for our customers, providing support with their clean water and wastewater needs with care and confidence. Acting as the bridge between customer needs and effective solutions, you’ll ensure queries are resolved promptly and with genuine attention. Every interaction is an opportunity to make a difference—resolving queries on the spot and keeping our customers’ satisfaction at the core of everything we do.

What you will be doing as the Helpdesk Agent:

• Supporting our customers: Address their needs and queries with professionalism, ensuring they feel valued at every step
• Delivering first-contact resolutions: Focus on solving issues quickly and accurately
• Turning challenges into opportunities: Proactively finding solutions while protecting vital assets and translating queries into actional outcomes
• Building expertise: Deepen your knowledge of our process and services to offer impactful support
• Collaborating for success: Work closely with customers, contractors and operations teams to deliver seamless service and improved outcomes

Your efforts will directly improve service quality, reduce complaints, and help boost customer satisfaction scores. It’s a role where no two days are the same, and you’ll have a real opportunity to make a positive impact on our customers and our business.
Base location:    Hybrid Clearwater Court - RG1 8DB
Working pattern: 36 hours per week

What you should bring to the role:
We’re looking for passionate individuals who are eager to make an impact.

• A customer-first mindset: A genuine commitment to delivering outstanding customer service
• Active listening skills: The ability to truly hear and understand customer enquiries, concerns and feedback enabling tailored solutions
• A problem-solving approach: Proactive and resourceful, with the drive to find efficient solutions
• Team Spirit: A positive attitude and willingness to collaborate, creating an inclusive and high-performing environment
• Resilience and adaptability: Difficult conversations are part of the job. You’ll encounter various situations, from simple to complex issues. Your ability to handle complex or difficult situations calmly and effectively is vital
• Tech-savvy: Confidence in navigating systems and databases to support customers efficiently

What’s in it for you?
This isn’t just a job behind a desk—it’s your chance to thrive in a dynamic, customer-focused role where every day brings something new. Your contributions will ripple across the business, improving service quality, reducing complaints, and boosting our performance in key areas like customer satisfaction.

• Competitive salary starting at £22,524 per annum
• 24 days of holiday, increasing to 28 days with service
• Generous contributory pension scheme – up to 12% company contribution
• Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources
• Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline
• Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

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.