Location
Kemble Court, Reading - Hybrid working

Hours
8-hour shifts between 6am – 10pm Monday to Friday, working 1 full weekend in 3 (Saturday and Sunday) - 36 hours per week. Includes bank holidays that fall on your normal working day.

Salary
Starting from £25,694 with potential increases to £26,694 after 6 months and £27,694 after 18 months.

About the Role
Ready to make an impact? Join Thames Water Utilities Limited as a Customer Service Agent and become the friendly voice our customers can count on. As part of the Operations team, you will be the first point of contact for inbound phone enquiries, supporting customers with their water and wastewater service issues and enquiries. You will use your problem-solving skills and friendly approach to actively listen, ask the right questions, and diagnose problems such as water leaks or sewer blockages. Effective communication is key, as you will inform customers of the process, take concise notes, and provide clear guidance to ensure customers feel informed, reassured, and supported throughout every interaction. You will utilise tools like Salesforce and Amazon Web Services to accurately log interactions and understand customer needs. Coordinating solutions efficiently, whether providing helpful information or arranging engineer visits, you will ensure smooth resolution for every customer. This role is ideal for someone who enjoys tackling challenges, thrives in a fast-paced environment, and wants to make a positive impact with every conversation. To set you up for success, we provide eight weeks of on-site training and a comprehensive development program to support you in delivering outstanding service.

Experience
No specific prior experience required, but a genuine passion for delivering exceptional customer experiences is essential.

About you
- Outstanding telephone etiquette with strong verbal and written communication skills to connect effectively with customers.
- Energetic team player who thrives on collaboration.
- Eagerness to learn, grow, and take on new challenges.
- Strong IT proficiency, active listening, and creative problem-solving abilities.
- Ability to perform confidently in a fast-paced, high-pressure environment.

Qualifications
No formal qualifications are specified for this role; however, a positive attitude and willingness to learn are key to success.