Location
Kemble Court, Reading, RG2 6AD

Hours
The role operates on a varied shift pattern between 6am and 10pm.

Salary
£26,000 to £31,000 per annum, depending on skills and experience.

About the Role
If you enjoy working in a fast-paced environment and supporting customers during service events, the Customer Care Agent role could be a great next step for you. Acting as a key point of contact during events, you will help ensure customers and stakeholders stay informed and supported when service disruptions occur. Your responsibilities will include supporting the Operations Contact Centre by providing clear updates on repair progress and ongoing events, keeping priority services customers informed about outages and alternative water supplies, and building strong, trusted relationships with colleagues, managers, and key stakeholders. You will take ownership of your personal and professional development while maintaining and expanding technical knowledge. Using your analytical and reporting skills, you will review data, identify trends, and highlight actions required. Monitoring service volatility and escalating issues where appropriate will be part of your role. You will also support a strong no-compromise approach to Health & Safety within the team.

Benefits
24 days holiday per year, increasing to 28 with length of service (plus bank holidays). Generous Pension Scheme through AON. Access to a wide range of benefits to support your health, wellbeing, and finances, including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance. Thames Water is committed to creating a diverse and inclusive workplace and offers support throughout the recruitment process to remove any barriers to success.

About Thames Water
We are the UK’s largest water and wastewater company, serving over 16 million customers daily. Our mission is to build a better future for our customers, communities, people, and the planet. Working at Thames Water means joining a unique, rewarding, and diverse environment where every day you can make a difference. We offer fast-tracked career opportunities, flexible working arrangements, and excellent benefits. Join us to make a sustainable impact and help protect the world’s water for future generations.

Experience
Proven ability to make decisions and remain effective under pressure and tight deadlines. Good knowledge of water and wastewater processes and customer journeys is required.

About you
Clear communication skills and a strong willingness to learn on the job. A collaborative approach with the ability to work well within a team. Strong interpersonal skills and the ability to build positive working relationships. Excellent verbal, listening, written communication skills, and tone. The ability to remain calm, flexible, and resilient when supporting customers and colleagues during high-pressure situations.

Qualifications
No specific qualifications are stated; however, relevant knowledge and a willingness to develop professionally are essential.