Helpdesk Agent

We are looking for additional Helpdesk agents to join our fast-paced, friendly and knowledgeable team. 

What you'll be doing as a Helpdesk Agent:
You will be taking inbound calls from our varied customer base, offering advice and support on our various services.

Our large customer base you will be helping will include, large and small-sized developers, independent Builders, Architects as well as residents and homeowners engaged in home improvement and/or renovation work.

Being the Helpdesk Agent in this role will see you advising customers on how to apply for new water and sewerage connections, as well as application for sewer adoptions.  You will be also advising on what Thames Water will require for Water Regulations inspections and offering general knowledge of our clean and waste pipe network, advising customers how to protect our assets whilst they carry out their work near them.

What you should bring to the role:

• The ability to be comfortable in a fast-paced environment – you’ll take anywhere between 30-40 calls a day.
• Attention to detail and the ability to work accurately under pressure.
• Computer literate, able to competently use MS Office tools and learn in-house systems.
• The ability to absorb knowledge and pick up new skills quickly.
• Strong communication skills with a good telephone manner.
• Previous call centre/inbound call-taking experience advantageous but not essential.
• An efficient typing speed.

What’s in it for you?
This is a permanent position, offering up to £22,400 per annum for the right experience and suitability. The office hours will be Monday to Friday 8 am to 4 pm or 9 am to 5 pm. 

• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once 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, backgrounds office-based, 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. We encourage you to apply as soon as possible to avoid disappointment.