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Collection Advisors

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.
**Financial Customer Care ‘Find out more’ Event**
New Year, New Career
If you are thinking about a change of career in 2023 and have a passion for customer service, please join our virtual event on **Friday 16th December** between **10.30 am to 12.00 pm** to find out more about working in our Financial Customer Care team at Thames Water.
**This interactive event will give you the opportunity to meet some of the team in Financial Customer Care and speak with our advisors who are helping our customers every day to find out more about why they love working at Thames Water.**
**What does the team do?**
Our customers are at the heart of our business, and we are passionate about everything we do to support our customers, communities, and the environment. Now, more than ever, our customers need our support to help them organise payment and payment plans to ensurewhat they pay is affordable and within their means.
Our Financial Customer Care team supports our customers in organising payment for outstanding bills and our **Collections Advisors **are the first point of contact for our customers, helping them to resolve billing enquiries and disputes, and giving them the chance to contribute to the success of the department by achieving personal targets and qualitymeasures.
This is a fantastic opportunity to make a difference and you’ll be working with like-minded people who have customers at the heart of everything they do.We’re committed to giving you great training and we’ll make sure you have everything you need to thrivein this role.
**A professional understanding of what makes first-class customer service is important, as are flexibility, multi-tasking, and problem-solving. The role of Collections Advisor is a shift-based, hybrid role, working 36 hours a week (8.00-3.45, 10.00-5.45& 12.15-8.00 on a rotation). Our Financial Customer Care department is open between the hours of 8 am to 8 pm Monday to Friday and on 1 in 3 Saturdays between 8 am to 1 pm. The role will be office based while training and probation is complete and then moveto hybrid working.**
**Ideally, you will have the following**:

- A strong passion for customer service
- The ability to support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions
- Strong solve problems skills and the ability to support customers who are experiencing financial difficulties
- The ability to empathise and listen
- Be resilient whilst supporting customers with difficult issues/circumstances
- Good IT skills and knowledge of Microsoft Excel, Outlook, and Word
- An excellent telephone manner with good written and verbal communication and interpersonal skills to interact with our customers
- Be an enthusiastic team player
- Be keen to learn and progress
- Good listening and problem-solving skills

**What’s in it for you?**
Along with our competitive salaries, our packages include:

- An excellent contributory pension
- 24 days holiday per year increasing to 28 with the length of service
- Our referral scheme, where you can receive £750 for helping someone get a permanent position within the company
- Wider benefits scheme which includes an annual pay review, and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps
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.
For information on specific roles, we are currently recruiting for please visit our careers page: Thames Water Vacancies.
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.