Customer Guarantee Scheme Agent

5 months ago

Swindon, United Kingdom Thames Water Utilites 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**

**What you should bring to the role**
- As this is a customer-facing role, **strong verbal and written communication skills** are essential.
- You will have a **high level of computer literacy** and be comfortable working with a variety of different systems within the company including SAP CRM, Spring, and WFM. In particular, a **good working knowledge of Excel** is required including the use of basic functions.
- As your data entry provided valuable performance information to both external parties and Senior Management within the company, **high levels of accuracy and numeracy are essential**. Experience in accounting or reconciliation would be advantageous although not essential.
- The ability to **use your initiative, be organised and work efficiently** is essential. You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team a positive demeanour and being **a good team player** are essential qualities.

**What’s in it for you?**

The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008 sets out certain performance standards in the provision of water and wastewater services, and specify payments to customers where we fail to meet those standards. This is known as the Guaranteed Standards of Service (GSS). Being committed to providing an excellent service to our customers we have enhanced the basic scheme for our household customers, although not legally required to do so. The whole scheme (i.e. our statutory requirement, GSS plus our voluntary enhancements) is known as the Customer Guarantee Scheme (CGS) and as part of this team, you will ensure Thames Water excels to become the industry leader in the service offered to our 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 working from home, office and our sites.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being.

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 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 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.

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