What is the purpose of the role?
This essential role will work within the wholesale service desk, handling all service requests raised by wholesale's customers, using request fulfilment processes and wholesale systems to ensure they are delivered in line with the market codes and service desk objectives.
What makes this role unique?
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. Part of the wholesale market services, this team is required to facilitate the delivery of our business's new market obligations. 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 team. 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 support to our business customers.
What will this role involve?
Providing an excellent customer experience to the required internal and external standards.
Contributing to team success, by demonstrating our company values, sharing knowledge with fellow associates, and developing best practice for delivering to customers.
Carrying out accurate work that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.
Identifying opportunities to optimize best practice through minimizing operating cost and regulatory/market risk, where appropriate.
What are we looking for?
We are seeking an individual with well-developed interpersonal skills, specifically an individual with good communication skills across verbal and written channels, and effective at working within a team. The individual will have strong problem solving abilities in a 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 essential for a successful candidate to be PC literate, and be numerate. Finally, it would be desirable to have a candidate who has previous customer-facing experience.
Thames Water information and salary details
This role is based in Reading with a salary of up to £22,000; dependent on skills and experience. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus many more.
About Thames Water
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.
Closing Date: The closing date for applications is 22/02/2019.