Customer Service Advisor Reading, England
Job description
At Thames Water, our customers are at the heart of our business. We’re passionate about everything we do for our customers, their communities, and the environment. Our Customer Service Advisors are the voice of Thames Water, and this role is so important to us.
What you’ll be doing as a Customer Service Advisor
As a Customer Service Advisor in our Operations team, you'll be the first person our customers speak to when they call our customer service line. You’ll help our customers with their water and wastewater service enquiries, listening and asking relevant questions that will identify the problem. You'll be an effective advisor, informing of the process as you go along, and providing our customers peace of mind.
Using the latest Salesforce and Amazon Web Services technology, you’ll be helping around 25 customers each day, understanding the reason for their call, and capturing it on the system. You’ll provide an outcome that meets the customer’s needs, whether that’s providing information or sending an engineer. A professional comprehension of what makes first-class customer service is important, as are flexibility, multi-tasking, and problem-solving.
If you thrive on a challenge and love interacting with people to deliver exceptional customer service, then this could be the job for you!
So that we can help our customers when they need us, the working hours are:
8-hour shift between 6 am – 10 pm Monday to Friday, working 1 full weekend in 3 (36 hours a week). This includes any bank holidays that fall on your normal working day.
This is a hybrid role working 2 days a week in our open plan contact centre and the rest from home once you are fully trained and confident in the role. Our friendly and welcoming teams value time together, so if you’d like to work from the office more often, that’s great too!
Our 7-week training and development program based at our office in Green Park, Reading, will help you deliver exceptional service to our customers. Throughout the training, you'll have dedicated help from an experienced team who are solely focused on your development.
Our Operations Contact Centre is located at Green Park, Reading, just off the M4, with free parking or a 20-minute bus ride from central Reading.
What you should bring to the role
Don’t worry if you haven’t done this before. We’re looking for enthusiasm, a great attitude, and dedication to learning and delivering excellent customer service.
- A strong passion for customer service
- An excellent telephone manner with good written and verbal communication and social skills to interact with our customers
- Enthusiasm and being a great team player
- Willingness to learn and progress
- Good IT, listening, and problem-solving skills
- An ability to work within a fast-paced and sometimes pressurised environment
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 thrive in this role.
- We’re offering a salary starting from £24,659 with the potential to increase to £25,612 after 6 months and then to £26,565 after 18 months (this includes a 10% shift allowance we offer with this role)
- Annual Leave – 24 days holiday per year increasing to 30 with the length of service (plus bank holidays)
- Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
- Personal Medical Assessments – Open to all after a year
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
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 support our 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 earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
