Specialist Customer Service Agent

4 days ago


Kembrey Park, United Kingdom Thames Water Full time

**Specialist Customer Service Agent, Extra Care Services**
**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, to keep taps flowing and toilets flushing.?We are an essential serviceand have operated throughout the Covid19 pandemic.?
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year pro rata increasing to 28 with a length of service and a wider benefits scheme.??
**What is the purpose of these roles?**
This role works within our Extra Care Services team.The aim of Extra Care is to ensure we provide those customers with specific needs with the right support at the right time.This support may be finding the best way to pay their water bill or ensuring theyare registered for the right help if a water incident happens in their area.We know the cost of living will impact customers and so this team will be critical in providing those customers with tailored support.
**What makes our roles unique?**
We will provide you with the right training and set you up for success to delivergreat customer service.
Our main aim is to ensure our customers have a ‘one-stop-shop’ for the tailored support they need.
**What will these roles involve?**
The support you will provide to customers will be varied and below are some examples;- Supporting customers facing financial and personal difficulties by taking the time to listen and understand their personal circumstances so you can find the best support we can provide.
- Maintaining the right level of contact with customers to ensure they are up to date with their queries and ensure your interaction with them is positive.
- Taking ownership to resolve customer queries and resolving customer complaints
- Working with key teams, both internal and external, to improve the way we work

**What skills are we looking for?**
**The most important skills are;**:

- Reliable, proactive, independent, confident, adaptable and thrive in taking accountability to get things done.
- Ability to useIT specifically MS office, but we will train you on the other systems we use.
- Great customer service skills by being at ease talking to customers on the phone and the ability to listen to their needs.
- Ability to draft customer letters.
Understand how to prioritise your work and know when things need to be escalated.
**Salary details**
This role reports to a Team Manager within the Extra Care Services team and is based at Walnut Court, Swindon.After you have successfully completed your training, you will have the opportunity to work hybrid, this tends to be working 3 days from the officeand 2 days at home.
The roles are for 20 hours per week, Monday to Friday, 10am to 2pm - or 1.30pm to 5.30pm.
Starting salary is £21,350 per annum pro rata with the expectation of moving to £23,000 per annum within 12 months, however is dependent on delivering against performance expectations and demonstrable experience.
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 DiversityChampion, and Disability Confident Leader and we are a Times Top 50 Employer for Women.
Click here to find out more about working at Thames Water.
We deliver life's essential service so our customers, communities, and the environment can thrive.This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be asked to help out our Instant Support Teamto help our customers in their hour of need. This is incredibly rewarding, and you’ll be given full training - it’s also a great opportunity to learn more about our business and meet colleagues.



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