administrative assistant Reading, England
Job description
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:
The Customer Side Leakage (CSL) team manage leakage journeys that have been identified as being either proven as customer responsibility or require further investigation. Journeys can be technically complex and emotive for customers which therefore requires a high standard of detail.
You’ll utilise expertise to correctly invoice and recover monies for the business, focusing on supporting the customer to understand the different options available to them and their responsibility to ensure a speedy return.
The key goal is to understand, take ownership and actively reduce the need for customers to query the invoice provided. By resolving issues quickly and keeping customers updated through proactive communication and ensuring the correct processes are followed end to end of the invoice process, you’ll provide the most cost-effective and appropriate means of delivery.
The role involves handling invoicing queries and offering a customer further guidance on how to resolve their issue if the field and operations teams have clearly identified that the issue is internal or a customer responsibility. Where the issue is the company’s responsibility, you’ll ensure that the work is completed in a timely manner through the most cost-effective route. This additional support helps get the customer issue resolved more quickly and drives better customer satisfaction.
What you should bring to the role:
- Previous customer service experience, with the ability to work under pressure to meet demanding targets. Previous experience in customer side leakage or the water/utilities industry would be beneficial.
- Excellent stakeholder engagement skills are vital for this role as you’ll be communicating with numerous teams across the business and relaying relevant information back to the customer in a timely manner.
What’s in it for you?
This is a temporary role for approximately 6 months, paying £14.16 per hour based at our site in Reading. The hours are Monday-Friday 8am-4pm.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.
