Customer Service Advisor

3 months ago

Reading, United Kingdom Thames Water Utilites Full time

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment? If so, Thames Water is looking for you

**What you will be doing as a Customer Service Associate - 12-month secondment/FTC**:
You’ll be the frontline of our company, ensuring that our non-household customers receive top-notch service and support. You’ll tackle a variety of operational queries and requests, providing solutions that are both timely and efficient.

Key Accountabilities
- Efficiently action requests from retailers and internal stakeholders.
- Complete cases promptly, adhering to strict quality standards.
- Identify and resolve complex issues, ensuring the best outcomes for our customers.
- Communicate effectively, keeping customers and stakeholders fully informed.
- Seek out and implement improvements to enhance service quality and efficiency.

**What you should bring to the role**:

- Problem-solving prowess and excellent query resolution skills.
- A customer-centric approach, always willing to go the extra mile.
- Superb communication skills, including telephony, verbal, and written.
- Proactive thinking and the confidence to handle unique challenges.
- Resilience under pressure in a target-driven environment.
- IT proficiency, especially in systems like SAP, Salesforce, Swimpool, CMOS, and Microsoft Office.
- Analytical thinking and decision-making abilities.
- Organizational skills to manage high volumes of work within set SLAs.
- A track record of delivering high-quality customer outcomes.

This role is 36 hours per week Monday to Friday.

Hybrid - Based at Clearwater Court reading RG1 8DB.

**What’s in it for you?**
- Annual Leave 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)
- Contributory pension - Defined Contribution - Maximum of 12% -2x employee contribution.
- Personal Medical Assessments - Open to all once a year.
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

**Who are we?**

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

**Working at Thames Water**

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds office-based, and differences that each individual brings.

Click here to find out more about working at Thames Water

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an enriching experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

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