What is the purpose of the role?
We work in a critical and fascinating business that delivers water and wastewater service to a quarter of the UK, provides world class drinking water to 9 million people, protects our rivers and produces enough renewable energy from waste like poo every year to power a town the size of Swindon.
In this role, you'll be at the heart of that, helping customers who contact us through a variety of channels about their bills, meters and service-related enquiries. This could be via phone, email, letter or social media. You will take ownership of their issue, being curious to fully understand the query and identify the best solution to resolve it first time so that the customer never has to call or email us back.
What makes this role unique?
There has never been a better time to join Thames Water than right now. We're an organisation that celebrates our past; are proud of what we achieve today and are excited about our future. We are passionate about everything we do and giving a great service to our customers really matters to us.
What will this role involve?
Our service centre is a fun, fast paced environment where you will be working with like-minded people who really want to make a difference to our customers.
As an agent of the future, you will be expected to deliver great customer outcomes at the first point of contact.
We are committed to giving you great training and will make sure you are confident in helping customers via the phone, email, letter and social media.
Thames Water is a place where you can grow your career - the training you're given when you start will give you a fantastic grounding to develop your future career in customer service or move in to one of our other many support functions. The range of opportunities is huge.
What are we looking for?
We are really open-minded about your past experience, but you must be a motivated person with a positive approach and a passion to get it right first time for each customer. If you have a willingness to learn, we can teach you the rest. Experience in dealing with high volumes of calls would be a bonus, as would experience of writing to customers, but this is not essential. It's all about the right attitude for us.
We are looking for people who have these attributes:
Curious in understanding customer needs and tenacious in doing what needs to be done to achieve the right outcome for each customer.
Proactive and a self-learner who constantly looks to improve and deliver for each customer.
A strong preference for drinking tap water over bottled and commitment to not flush wet wipes down the toilet would also help your chances!
Thames Water information and salary details
This role is based at our service centre on Kembrey Business Park in Swindon. We are offering a salary up to £23,000, dependent on experience. You will be working 36 hours per week between the hours of 8am and 8pm Monday - Friday. You will also be required to work 1 in 3 Saturdays; for this you will be given time off in the week.
We're a Disability Confident and Stonewall accredited 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.
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. You will also have the chance to work overtime as the business demands and you can be part of our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company.
And we're 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.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 18/02/2019.