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Specialist Agent

4 months ago

Kembrey Park, United Kingdom Thames Water Full time

**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, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What you’ll be doing**
We have exciting opportunities to join our First Contact Resolution Team as a **Specialist Agent** and share our vision to create the best experience for our customers. In this role you will be working in a busy blended environment, as the first point of contact for a team of high performing Customer Service Advisors.
**Key Accountabilities**:
Deliver Customer Outcomes: You will have a good knowledge of our systems and processes to be able to support your team with any queries to deliver the right outcomes for customers. You will lead by example and manage escalated and sensitive customer complaintsalong with taking calls from customers when there is a demand.
Engagement: It can be a challenging environment that requires constant prioritisation and balancing. You will need to work with your team manager to keep your team engaged and motivated to get it right for our customers. You will be a strong influencer andable to communicate at all levels.
Continuous Improvement: You will work with your team manager to support with driving and maintaining high standards of performance by completing quality checks within your team alongside delivering feedback. You will feel confident with delivering feedbackand coaching to support with your team’s growth.
**_You will be working 36 hours per week between the hours of 8 am and 8 pm Monday - Friday. You will also be required to work 1 in 4 Saturdays; for this, you will be given time off in the week._**
**What you should bring to the role**:

- Demonstratable, content and system expert-level knowledge.
- Great communication to effectively support your team and liaise with your Team Manager.
- Passionate about getting it right the first time for customers.
- A motivated person with a positive approach.
- Ability to coach and mentor your team to get the best for customers.
- Inspire and motivate your team.
- Have a high level of resilience and be tenacious, ready for your next challenge.
- Enjoy change and leading a working within a changing environment.

**What’s in it for you?**
Our customer service centre is a fun, fast paced environment where no two days will be the same.You will be working with like-minded people who really want to make a difference to our customers.We are committed to giving you great training and will makesure you are confident in helping customers.
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach with various options across workingfrom home, office and our sites.
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you moneyand support your wellbeing.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.
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, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customerson the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.