Collections & Customer Support Advisor

Join Our Team as a Collections & Customer Support Advisor – Make a Meaningful Impact!

Are you passionate about providing outstanding customer service and guiding people through challenging situations? Do you excel in a supportive environment where problem-solving and relationship-building are essential? If so, we’d love to hear from you!

We’re seeking empathetic and dedicated individuals to join our team as Collections & Customer Support Advisor. In this role, you’ll connect with customers, offering guidance and practical solutions to help them manage their accounts while ensuring fair and positive outcomes for all.

This isn’t just a collections role—it’s an opportunity to support customers, foster meaningful relationships, and truly make a difference.

What you’ll be doing as a Collections & Customer Support Advisor
As a valued member of our friendly and professional team, you'll engage with customers to understand their unique situations, offer reassurance, and collaborate on solutions that support both their needs and the business.

Key Responsibilities:

• Engage with Customers: Communicate via phone, email, and letter to provide support and address account concerns.
• Offer Guidance & Solutions: Assess each customer’s situation and recommend appropriate options to help them manage their accounts effectively.
• Handle Sensitive Conversations: Approach customer concerns with professionalism, patience, and empathy.
• Negotiate Payment Plans: Collaborate with customers to develop realistic and sustainable payment solutions based on their financial needs.
• Identify & Escalate Issues: Recognise accounts needing further intervention and refer them to the appropriate team for additional support.
• Maintain Accurate Records: Document all customer interactions to ensure transparency, compliance, and continuity of service.
• Assist Vulnerable Customers: Identify individuals requiring extra support and connect them with helpful resources or services.

We’re seeking individuals who thrive on problem-solving, enjoy working with people, and are passionate about making a meaningful impact on customers’ lives.

Location and Training
This position is based at our Walnut Court office in Swindon. To set you up for success, you’ll receive full training on-site during your probation period. (minimum of six months)

• Training Hours: 9:00 am – 5:00 pm (four weeks). Attendance is essential.
• Working Hours (Post-Training): Rotating shift pattern, Monday to Friday, 8:00 am – 8:00 pm.

You’ll Excel in This Role If You Have:

• Excellent Communication Skills: You convey information professionally and with a friendly, approachable tone.
• Empathy & Compassion: You actively listen to customers, providing support with patience and understanding.
• Strong Problem-Solving Skills: You approach challenges thoughtfully, finding fair and practical solutions.
• Keen Attention to Detail: You ensure accuracy in every interaction and maintain thorough, precise records.
• Customer-Focused Mindset: You’re driven by a passion for helping people and creating positive outcomes.

Your Experience:

• Relevant Experience: Background in customer service, credit control, or roles involving financial discussions.
• Strong Communication Skills: Confident in engaging with customers across various channels, including phone and email.
• IT Proficiency: Comfortable using Microsoft Office and can navigate between multiple systems efficiently.

What’s in it for you?
This role is more than just a job—it’s an opportunity to develop your skills and be part of a company that truly values its people. Thames Water offers:

• Competitive salary of £24,560 per annum.
• 24 days of annual leave, increasing with service, plus bank holidays.
• A contributory pension scheme with employer contributions of up to 12%.
• Comprehensive training to help you succeed.
• Access to our benefits hub, offering discounts and well-being resources.

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 in 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 a 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. We aim 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.