Technical Customer Service Agent

Are you enthusiastic about supporting people and providing excellent customer service? Do you thrive in a fast-paced, technical workplace and are a team player? If yes, we have a fantastic position for you!

What you’ll be doing as a Technical Customer Service Agent
Your goal as a Technical Customer Service Agent is to support our customers using video capabilities, phone calls and social media, to give our customers an excellent service. You will have the opportunity to use your prior plumbing and water industry experience to assist our customers with a range of water-related problems, including low pressure, no water, impacted water, and more. This is a fantastic chance for someone to become a part of a reliable, supportive team.

• Kemble Court, Reading – Hybrid (office based 1 day a week but can be flexible)
• Monday – Friday 8.00am – 4.00pm with one full weekend in six 9.00am – 5.00pm. (Hours can be changed to meet customer and business requirements)
• Water industry experience and internal plumbing knowledge

What you should bring to the role

• Adaptability to change in busy and difficult situations along with the readiness to pick up new systems and learn on the job.
• Able to work independently and think on their feet.
• Capable of working cooperatively, a fantastic team player.
• A strong understanding of the water industry, supply pipes, and home plumbing.
• Possess good writing and communication skills in order to engage with our customers.
• Knowledge of identifying and clearing grit and airlocks.
• Know how to locate and diagnose problems with no water in the house, and distinguish between low flow and low pressure.
• Awareness of CSL identification and accountability.

What’s in it for you?
This position is unique to Thames Water since technology will improve the customer experience and enable the contact centre to give our customers a quicker, more accurate response. Additionally, the role helps prevent the field from having to do unnecessary site trips and provides the field teams with better quality information.
You don't need to search any further if you have a solid background in water networks, appreciate solving issues and are passionate about clients.

• Competitive salary from £25,600 – 38,400 per annum
• 24 days holiday per year increasing to 28 with the length of service (plus bank holidays)
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

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.