Digital Customer Service Advisor

Job Title: Digital Customer Service Advisor
Contract Type: Permanent
Location: Reading
Salary: £18700 - £20000 per annum
Start Date: 2019-07-05
Reference: 4443
Contact Name: Robyn Smith
Contact Email:
Job Published: July 05, 2019 17:26

Job Description

About the role:

Compose and communicate on-brand, compliant responses in the appropriate tone of voice to social media enquiries as dictated by the Social Media Playbook.

Protect and enhance the reputation of company when handling social media mentions (direct and indirect) on social media, blogs, and message boards.

Think digital first – reduce our cost to serve by encouraging digital as a channel of choice.

Deliver an excellent customer service by resolving issues and answering enquiries using appropriate access to internal systems, with the aim of improving CSAT, reducing contacts and reducing complaints by proactive and reactive intervention.

Contribute to team success, by demonstrating the company values, sharing knowledge and best practice. 

Carry out accurate work complying with company processes, the Social Media Playbook, and regulatory requirements in line with agreed performance targets where applicable.

Work closely with the 24hour team to support our ‘always on’ approach to digital, including the broadcast of event updates to reduce inbound calls, ensuring it is delivering the same message as other channels.

Support the Team Manager and Head of Digital in the delivery of the digital customer service and social media strategy.

To be successful you will have the following skills and experience:
  • You will be proficient in social media tools
  • Have strong interpersonal and customer service skills.
  • Ideally have previous experience communicating with stakeholders.
  • Experience of problem solving abilities in customer-facing environment and good communication, verbal, listening, written and tone are essential. 
  • You will need to be numerate and PC, experience in using SAP CRM is advantageous
What’s in it for you:

The base location of this role will be Reading, Berkshire. We are offering a salary of up to £20,000 depending on your level of experience. 

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community around Swindon, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

About us: 

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer, welcoming applications from all walks of life to join our diverse team. We’re also leading the way with our award-winning mental health and wellbeing strategy.