Customer Support Specialist

5 days ago

Reading, Reading, United Kingdom Thames Water Full time
About the Role

We are seeking a highly skilled and motivated Customer Support Specialist to join our team at Thames Water. As a key member of our customer service team, you will play a vital role in providing exceptional service to our customers while ensuring the safe and efficient delivery of our services.

Key Responsibilities
  • Manage complex customer inquiries related to wastewater services, utilizing your technical expertise to resolve issues and provide solutions.
  • Collaborate with contact center agents to deliver first-class customer resolutions, utilizing phone calls and video capabilities to address customer concerns.
  • Handle day-to-day inbound customer inquiries, including issues related to pollution and internal/external flooding.
  • Utilize various communication channels to accurately assess customer problems, determine necessary follow-up actions, and provide self-help solutions.
  • Contribute valuable insights to improve our customer service processes and drive continuous improvement.
Working Arrangements

This is a hybrid role, requiring a minimum of one day per week in the office, with the remainder of the time working remotely. You will be expected to work a standard Monday to Friday schedule, with occasional flexibility to accommodate business needs.

Requirements
  • Technical Experience: a strong understanding of water/wastewater services and pollution management.
  • Ability to explain technical issues to customers in simple, non-technical language.
  • Comfort interacting with customers, colleagues, and teams across the business, including Operational Service Centre Customer Agents, network engineers, and Lanes colleagues.
  • Basic knowledge of Excel, PowerPoint, Word, and MS Teams. Experience with the Salesforce WFM platform is beneficial but not essential.
What We Offer
  • Salary from £26,000 to £35,000 per annum, depending on skills and experience.
  • Annual Leave - 24 days holiday per year, increasing to 28 with 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.

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