Customer Service Advisor

Job Title: Customer Service Advisor
Contract Type: Permanent
Location: Swindon
Salary: Competitive annual salary, subject to skills and experience.
Start Date: 2020-04-14
Reference: 8525
Contact Name: Julia Reynolds
Contact Email:
Job Published: April 14, 2020 17:17

Job Description

About the role:

As we are an essential service we are continuing to operate throughout the Covid19 pandemic, we need you so we can continue to be there for our customers.

Due to internal career progression and movements, we have exciting opportunities to join our contact centre team of Customer Service Advisors and share our vision to create the best experience for our customers. Previous experience is not essential however if you have worked within retail, hospitality or other customer facing industries this would be advantageous.

Working as the first point of contact for customers we strive to empower our people to deliver great customer outcomes at the first point of resolution, ensuring all queries are dealt with and processed quickly and accurately.  We take pride in providing an exceptional service to our customers and believe that our inclusive culture is key to our success and vision for the future. 

This is a shift based role; 36 hours per week between the hours of 8am to 8pm and working 1 in 3 Saturdays from 8am -1pm with a day off in lieu in the week. 
Key areas of accountability will include:
In this role, you’ll be at the heart of helping our customers who contact us through a variety of channels about their bills, meters and service-related enquiries. This could be via phone, email or web chat.  You will take ownership of their issue, being curious to fully understand the query and identify the best solution to resolve it first time so that the customer does not need to call or email us back and can easily pay their water bill.

Although previous experience in is not essential, you will demonstrate excellent communication and interpersonal skills with a passion to deliver excellent customer service. You will show an enthusiastic and positive approach, wanting to take accountability for your tasks while working accurately and flexibly within a busy team.
We are committed to giving you great training and will make sure you are confident in helping customers via the phone, email or letter.  
What’s in it for you?
Our customer service centre is a fun, fast paced environment where no two days will be the same.  You will be working with like-minded people who really want to make a difference to our customers. 

We like to recognise the great work that our people do for our customers and so we have a variety of recognition schemes such as star of the week and employee of the month.

Thames Water is a place where you can grow your career – the training you’re given when you start will give you a fantastic grounding to develop your future career in customer service or move in to one of our other many support functions. The range of opportunities is huge. 

And we’re proud to be here for our local community around Swindon, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.  There are plenty of opportunities to get involved whether it’s a team bake-off, taking part in the Thames Water pantomime or supporting our annual raft race for WaterAid.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.