Collections Support Agent

Make a Real Difference as a Collections Support Agent
Do you take pride in delivering outstanding customer service and helping others through challenging situations? Do you thrive in a supportive environment where empathy, problem-solving, and relationship-building truly matter? If so, we’d love to hear from you.

We’re seeking compassionate and dedicated individuals to join our team as a Collections Support Agent. In this role, you’ll work directly with customers, providing understanding, practical solutions, and guidance to help them manage their accounts—always striving for fair and positive outcomes for everyone involved.

What you’ll be doing as a Collections Support Agent
This isn’t your typical Collections role. It’s an opportunity to create real impact by supporting customers when they need it most, building meaningful connections, and being a trusted, reassuring presence during difficult times.

As a valued member of our friendly and professional team, you'll engage with customers to understand their unique situations, offer reassurance, and collaborate on solutions that support both their needs and the business.
The key responsibilities are:
Engage with customers: Communicate through phone, email, and written correspondence to provide support and address account-related concerns.
Provide guidance and solutions: Evaluate each customer’s circumstances and recommend tailored options to help them manage their accounts effectively.
Handle sensitive conversations with care: Demonstrate professionalism, patience, and empathy when discussing challenging or emotional topics.
Negotiate sustainable payment plans: Work collaboratively with customers to create realistic repayment arrangements that suit their financial situations.
Identify and escalate complex cases: Recognise accounts requiring additional attention and refer them to the appropriate teams for further assistance.
Maintain accurate and detailed records: Log all customer interactions to ensure transparency, compliance, and continuity of service.
Support vulnerable customers: Identify individuals in need of extra assistance and connect them with suitable resources or specialist services.Location: Hybrid - Currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026
To set you up for success, you’ll receive full on-site training during your probation period, which is a minimum of six months:
Mandatory training is carried out between 9:00 am – 5:00 pm for four weeks, starting on day 1 in role
Working hours (post-training): Rotating shift pattern, Monday to Friday, 8:00am – 8:00pmTo thrive in this role, the essential criteria you’ll need are:

Exceptional communication skills: Engage with customers in a professional, friendly manner across multiple channels, including phone and email
Empathy and compassion: Listen actively, show understanding, and provide patient, supportive assistance to customers
Strong problem-solving abilities: Tackle challenges thoughtfully and deliver fair, practical solutions
Excellent attention to detail: Ensure accuracy in every interaction and maintain clear, comprehensive records
Customer-focused mindset: Motivated by a genuine desire to help others and achieve positive outcomes
Relevant experience: Previous experience in customer service, credit control, or roles involving financial discussions is advantageous
IT proficiency: Confident using Microsoft Office and able to navigate multiple systems with easeWhat’s in it for you?
This role is more than just a job; it’s an opportunity to develop your skills and be part of a company that truly values its people. 
Competitive salary starting at £26,995 per annum
24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
Performance-related pay plan directly linked to both company and individual performance measures and targets
Generous Pension Scheme through AON
Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assuranceFind out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment