Customer Service Agent

Job Title: Customer Service Agent
Contract Type: Permanent
Location: Reading
Salary: £19000 - £23000 per annum
Start Date: 2019-08-30
Reference: 4219
Contact Name: Robyn Smith
Contact Email:
Job Published: August 30, 2019 11:27

Job Description

About the role:

You will be performing a crucial role for Thames Water within the wholesale service desk, handling all service requests raised by our wholesale customers as well as internal stakeholders, communicating effectively and professionally with them to ensure their experience fits our, “right first time” approach. Customer service is the key!

By effectively and professionally communicating with our customers via email or telephone, you will be providing an excellent customer experience to the required internal and external standards - providing first class customer service at all times.
You will contribute to the team’s success by demonstrating our company values, sharing knowledge with fellow associates, and developing best practice for delivering an outstanding experience to our customers.

You will carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.

You will identify opportunities to optimise best practice, minimising operating cost and regulatory/market risk where appropriate. You may find yourself involved with analytics and investigations as part of the role and your development.

To be successful you will have the following skills and experience:

You will have well-developed interpersonal skills, specifically an individual with good communication skills across verbal and written channels, and an effective communicator within a team environment.

You will possess proactive problem solving abilities in a customer service or customer-facing environment, and will have important characteristics to deliver this, such as effective listening skills and an appropriate tone when engaging with customers. It is crucial that you are able to construct professional emails and hold business standard telephone conversations.

It is essential that you are PC literate, numerate and it would be highly desirable if you have had previous customer-facing experience.

What’s in it for you:

The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater supplier. We are responding to this challenge by becoming more market-focused, and implementing innovative changes needed to enable this competitive choice.

As part of wholesale market services, this team is required to facilitate the delivery of our business’ new market obligations, through regular stakeholder updates. We enable the sale of services to all companies licensed to operate in the water markets, this equates to over £400m of revenue that is managed within the divison. As well as managing approximately £40m of risk associated with market compliance.

This unique opportunity plays a major part in the operation of these new market arrangements, providing essential customer service and support to all stakeholders . We will provide you with all the tools you need to grow within the business and embark on a successful career with Thames Water.

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 Reading, 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.