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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.

Thames Water are currently looking for an Extra Care Agent to ensure we provide those customers with specific needs with the right support at the right time. This support may be finding the best way to pay their water bill or ensuring they are registered for the right help if a water incident happens in their area. We know the cost of living will impact customers and so this team will be critical in providing those customers with tailored support.

What makes our roles unique?

Working within our Extra Care Services team, we will provide you with the right training and set you up for success to deliver great customer service.

Our main aim is to ensure our customers have a ‘one-stop-shop’ for the tailored support they need.

What will these roles involve?

The support you will provide to customers will be varied and below are some examples;

• Supporting customers facing financial and personal difficulties by taking the time to listen and understand their personal circumstances so you can find the best support we can provide.
• Maintaining the right level of contact with customers to ensure they are up to date with their queries and ensure your interaction with them is positive.
• Taking ownership to resolve customer queries and resolving customer complaints
• Working with key teams, both internal and external, to improve the way we work

What skills are we looking for?

• Reliable, proactive, independent, confident, adaptable and thrive in taking accountability to get things done.
• Ability to use IT specifically MS office, but we will train you on the other systems we use.
• Great customer service skills by being at ease talking to customers on the phone and the ability to listen to their needs.
• Ability to draft customer letters.
• Understand how to prioritise your work and know when things need to be escalated.

What’s in it for you?

This role reports to a Team Manager within the Extra Care Services team and is based at Walnut Court, Swindon. After you have successfully completed your training, you will have the opportunity to work hybrid, this tends to be working 2 days from the office and 3 days at home.

The roles are for 36 hours per week, Monday to Friday, 8 am to 3.45 pm, 9 am to 4.45 pm.

Starting salary is £24560.00 per annum

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 including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements

Click here to find out more about working at Thames Water

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. 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.

We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round 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 a earn bit of extra money along the way.

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.