Collections Advisor

**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**

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.

We are looking for committed individuals with a passion for providing a high quality of customer service to join our Financial Customer Care department as a **Collections Advisor.**

Our **Collections Advisors** support customers through inbound and outbound calls to reach fair and consistent outcomes while safeguarding Thames Water from preventable loss. We are in difficult times with the cost-of-living crisis and our customersneed our help more than ever, supporting vulnerable and non-vulnerable customers. Our customer-first approach means ensuring you fully understand their situation and affordability when organising collections through payments and payment plans.

Our **Collections Advisors**are the first point of contact for our customers with outstanding payments, and you’ll be representing Thames Water and working to help customers resolve billing enquiries and disputes, giving you the chance to contributeto the success of the department by achieving personal targets and quality measures.

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 Fridayand 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 move to hybrid working.**

**The starting salary for the Collections Advisor is £24,560**

**What you should bring to the role**
- A strong passion for customer service
- Supporting 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
- Theability to empathise and actively listen to our customers
- 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?**

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.

Our competitive salary package includes 24 days of 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 wellbeing.

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.

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 supportour 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 theway.