Customer Service Administrator

Job Title: Customer Service Administrator
Contract Type: Temporary
Location: Reading
Salary: £10.92 per hour
Start Date: 2017-05-30
Reference: 748100490
Contact Name: Eleni Chamberlain
Contact Email:
Job Published: July 04, 2018 11:32

Job Description

What is the purpose of this role?

Imagine you're a customer who wants a new water connection to a house their building, we're the team that design how that will get from our mains network to their property. Every day we talk to other teams and departments so we can put together a quote for them so they can have water. Always making sure the customer is kept updated throughout their journey.

We pride ourselves on providing excellent customer service and 'getting it right first time' where the only changes we need to make are because the customer has changed their mind.

What makes this role unique?

This is your chance to join a department that directly affects our customers and contributes to providing a fantastic end to end service. You will form part of a lively, mixed team, mainly producing surveys and quotes.

This role will require you to learn in depth technical information about providing new water services to our customers including pipe materials, connection types and water regulations requirements. You will be responsible for advising customers such as architects, planners and everyday home owners, so you will need to adapt your communication style depending on who you are talking to.

What will this role involve?

1. Provide excellent customer service

2. Contribute to team success by learning and demonstrating Thames Water values, sharing knowledge and best practice

3. Carry out accurate work complying with company processes and regulatory requirements to agreed performance targets

4. Identify opportunities to change processes to improve the customer journey.

What skills are we looking for?

Someone who is productive, organised and self-motivated, with good computer skills, a keen eye for detail and a fantastic approach to customer service.

To be successful in this role you will have excellent customer service and problem solving skills in a customer-facing environment. This can be a fast paced role and we are looking for someone who is a team player with well-developed interpersonal skills.

We are looking for quick learners who will either already have working knowledge of CRM and ECC, or be able to pick up fairly quickly. Some degree of engineering or awareness of the water industry would be an advantage but not essential.

Working time

This role covers 36 hours a week, Monday to Friday, between 8:00 am - 5:00pm. We're in Reading town centre and the role is ongoing temporary but if permanent positions come up and you're doing well, you're welcome to apply.

Why not hear from one of our agents….

Working for the clean design team in Thames Water has been a joy! A group of around thirty of varying ages make up the vibrant and multicultural team within Developer Services. All team members are very friendly and supportive of one another which creates and lovely and warm environment to work in on a daily basis. There is also a great social element to the job with many team days/nights out its not only a great place to get to know your colleagues but great to make lasting friendships.

The job is fast paced and demanding but in no way is the work load unachievable. If you are like me and like to be challenged in your daily work life and kept busy so that the day fly's by then this is the job for you.

A typical work day includes managing your inbox, processing applications, using your initiative to think of the best and cheapest option for the customer when it comes to their new water supply. You will have to liaise with field engineers and many other members of the Thames Water community to work through any issues that could arise throughout the customer's experience. Ultimately making sure that meeting the customers' expectations is at the forefront of everything you do.