Customer Service Advisor

Do you have a passion for providing outstanding Customer Service? Are you energised by working in a fast-paced, ever-evolving environment? If so, Thames Water wants you on the team!

What you’ll be doing as a Customer Service Advisor
As a Customer Service Advisor, you will play a key role in delivering outstanding service to a diverse group of internal and external stakeholders, including our core non-household customers. You will handle operational queries and requests efficiently and promptly, ensuring high-quality resolutions while meeting tight service levels.
You will communicate effectively with all relevant stakeholders, providing updates and keeping them informed throughout each process. Working across multiple internal systems and services, including telephony, you will identify opportunities to improve processes, quality, and the overall customer experience.

Responsibilities include:

• Respond to requests from retailers and internal stakeholders promptly and efficiently, ensuring quick resolutions.
• Complete all cases within the required timeframes, following established processes and maintaining high quality standards.
• Recognise complex or unique cases and collaborate with colleagues to achieve the best possible outcomes for customers.
• Serve as the primary point of contact for customers or stakeholders within your workload, keeping them fully informed throughout the process.
• Identify opportunities for improvement in quality, efficiency, and customer experience, and work with your team to implement enhancements in service delivery.

This role is 36 hours per week Monday to Friday
Hybrid - Based at Clearwater Court, Reading

What you should bring to the role:

• Strong problem-solving and query resolution skills
• Customer-focused mindset
• Excellent communication skills, including telephony, verbal, and written
• Proactive thinking and the confidence to handle unique challenges
• Resilience to thrive under pressure
• A track record of delivering high-quality customer outcomes
• Flexible and adaptable
• Organisational skills to manage high volumes of work within set SLAs

What’s in it for you?

• Offering a starting salary from £28,000 per annum
• 24 days of holiday per year increasing to 28 with the length of service (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing
• Personal Medical Assessments – Open to all once a year

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.