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Helpdesk Agent

Posted 17 days ago by Pertemps
Location Reading Job Type Permanent
Salary £18700 - £25300 per annum Sector Call Centre & Customer Service
About the role:

As a key customer interface, agents are responsible for providing an excellent customer experience to all developer services’ customers while meeting agreed business performance goals.

Agents are required to show the ability to translate customer enquiries into business opportunities. This role will require the agents to quickly grasp technical information about water & wastewater services and all developer services customer offerings.

Purpose of the Role:

As a key customer interface, agents are responsible for providing an excellent customer experience to all Developer Services’ customers while meeting agreed business performance goals.

Agents are required to show the ability to translate customer enquiries into business opportunities.

This role will require the agents to quickly grasp technical information about water & wastewater services and all Developer Services customer offerings.

Key Accountabilities:

Establish and maintain positive customer relationships by delivering reliable and concise customer service for Developer Services clean water and waste water customers – via inbound and outbound calls.

Establish customer requirements through effective questioning and accurately operate/interrogate a range of computer based systems to log and action contacts, proactively manage cases and resolve customer queries/requests.

Identify issues for escalations to line management or specialist technical teams, having followed appropriate approaches to resolve the issue first hand.

Develop and maintain accurate knowledge of Developer Service products and services, systems and procedures. A certain level of technical expertise will be required in order to assist DS customers adequately.

Adhere to inbound and outbound customer policy and processes.

Provide support to colleagues and encourage other team members to achieve both individual and team targets.

To be successful you will have the following skills and experience:
  • Positive attitude – resourceful, can do, optimistic, people skills, flexible.
  • Minimum 6 months’ customer-facing experience – including inbound calls in call centre environment.
  • Good attention to detail, methodical approach.
  • Ability to work in high pressure environment.
  • Fully understand the role of an agent and the needs of our customers.
  • PC literate.
  • Excellent communication skills – verbal, listening, written and expression.
  • Numerate and analytical.
  • Team Player.
Whats in it for you?

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 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, 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 UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.