Extra Care Services Agent

3 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 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 within Financial Customer Care.The overriding objective for this role is to provide tailored support to customers who may have affordability problems and ensure those customers who require additional supportare registered and using our Priority Services Register. There is no doubt this is an exciting time to join the team as we continue to focus on developing and strengthening our strategy and processes to ensure we provide the right support at the right timefor our customers and you will play an important in this.
**What makes our roles unique?**
We will invest time in your training to set you up for success, making sure you have the key information to support the delivery of great customer service to support Thames Water’s most vulnerable customers. Our main aim is to ensure our customers have a ‘one-stop-shop’for the support they need, we ensure this is achieved by training you to support all aspects of customer queries.
Whilst the team is predominantly made up of front-line agents supporting our customers, our long-term strategy is to move to a blended operation, meaning that some days you may be on the phones, but other days you could be working on back-office activities.
**What will these roles involve?**
The Extra Care Services team supports a variety of processes, set out below are the types of activities you will be involved in.- Supporting customers who are facing financial and personal difficulties by taking the time to effectively understand their circumstances to find the most appropriate support we can offer
- Case-manage customer accounts by being their main point of contact, ensuring they are kept fully updated, and ensuring our interaction with them is positive. Customer contact will be mainly by telephone or if that is not possible through written communication
- Ensuring customer queries are supported by taking ownership of their resolution
- Promptly escalating unresolved customer queries or complaints with the relevant areas of the business to ensure resolution for the customer
- Ensuring all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines
- Working with a wide range of stakeholders throughout the business
- Adhering to Thames Water complaints process to support effective and compliant resolution of customer complaints
- Liaising with external partners to resolve ongoing issues
- Having the confidence to make decisions using both technical and customer information

**What skills are we looking for?**:

- To be reliable, proactive, independent, confident, and flexible to changing business demands
- Proficiency in using IT specifically MS office, but don’t worry if you haven’t used our other systems before, we will provide you with specific training
- Excellent customer service skills, especially when talking to customers on the telephone, supported by sound communication skills
- To be able to draft customers' letters, that align with our values, but don’t worry your training will introduce you to Thames Water’s values and how to use them when writing to customers
- Sound decision making regarding prioritization and being able to identify when things need to be escalated
- Sound negotiation and problem-solving skills - to gain a successful outcome when dealing with other areas of the business, and with the customer
- Thrive in taking ownership and accountability and getting things done
- Good understanding of commercial awareness
- Confidence to establish and maintain good relationships with key stakeholders?

**Salary details**
These vacancies report to Team Managers within the Extra Care Services team and are based at Walnut Court, Swindon.
The roles are for 36 hours per week, Monday to Friday, 8 am to 3.45 pm, 9 am to 4.45 pm and 10 am to 5.45 pm.
The role of Specialist Agent has a starting salary of £21,350 per annum with the expectation of moving to £23,000 per annum within 12 months - this 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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