Customer Service Agent

Job Description

About the role:Are you passionate about customer service Do you have experience of delivering excellent service to customers, either face to face or over the phone We are recruiting for a highly motivated and fast paced team within Thames Waters customer service centre in Reading. There has never been a more exciting time to join Thames Water than right now, we are an essential service and have been operating throughout the Covid 19 pandemic. If you are passionate about customers, have a great attitude, love solving problems and want to be part of a great success story then were here for you.What is the purpose of the roleWorking in the clean and waste water operations team you will have the opportunity to provide a first class resolution service for customers. You will handle and resolve inbound customer enquiries relating to customer issues, such as burst drain pipes or sewage leaks, you will need to recognise the problem and identify the relevant information to be able to send out an engineer to solve the problem. Full training will be provided to help you deliver an exceptional service to our customers.Key Accountabilities:Taking and receiving customer calls to discuss issues around clean and waste waterMeeting quality monitoring targets to ensure that that the customers’ practical and emotional needs are met.To be the voice of Thames Water to customers and represent the company professionally and with pride.To meet or exceed departmental and personal objectives and key performance indicators.Clearly demonstrate Thames Water values to both internal and external customers.To be successful you will have the following skills and experience:You will need to have a strong background in Customer Service and ideally, experience in working in a contact/call centre environment. Full training will be provided.You will be able to deal effectively with customer issues in a professional manner.A clear and concise communication style is essential and you should demonstrate a brand awareness to ensure that Thames are delivering a consistently high service to its customers at all times.You must have the ability to work within a fast paced, sometimes pressurised environment.This is a Permanent position based in Kemble Court, Green Park, Reading, based on a 36 hour week fully rotational between the hours of 6am – 10m Monday - Friday and 1 in 3 weekends.What’s in it for youOur competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including ourreferral scheme,where you can receive£750for helping someone get a permanent position within the company.We’re also proud to be here for our local community, offeringeveryonetwo days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.Click here to find out more aboutworking at Thames WaterAbout us:Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying2.7 billion litres of world-class water to around 10 million homes.As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.Together, we’re building a better future for our customers, our region and our planet.Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.