What is the purpose of this role?
We are the first point of contact for customers looking to make new connections to our clean or waste network or develop near it. We advise customers on their journeys at different stages in the process and ensure customers have no need to call us again for that query.
What makes this role unique?
This is your chance to join a department that directly affects our customers and contributes to providing a fantastic end to end service. You will form part of a lively, mixed team taking inbound calls, making outbound calls and updating customer accounts.
This role will require you to learn in depth technical information about providing new Water services and Waste Water services to our customers including pipe materials and water regulations requirements. You will be responsible for advising customers such as architects, planners and everyday home owners, so you will need to adapt your communication style depending on who you are talking to.
What will this role involve?
1. Provide excellent customer service
2. Contribute to team success by learning and demonstrating Thames Water values, sharing knowledge and best practice
3. Carry out accurate work complying with company processes and regulatory requirements to agreed performance targets
4. Identify opportunities to change processes to improve the customer journey.
What skills are we looking for?
To be successful in this role you will have excellent customer service and problem solving skills in a customer-facing environment. This is a very fast paced role and we are looking for someone who is a team player with well-developed interpersonal skills.
The ideal candidate will have hands on working knowledge of first call resolution, complaints and call centre environment, however this is not a must have.
We are looking for quick learners who will either already have working knowledge of CRM and ECC, or be able to pick up fairly quickly.
This role covers 36 hours a week, Monday to Friday, 8:00 am - 5:00 pm on rotating shift pattern.
Why not hear from one of our agents….
"Working for Thames Water has been a great experience for me. I joined a friendly, welcoming team a year and a half ago and still enjoy working here.
The job role involves taking inbound calls from customers both domestic and commercial that are looking to develop their properties. This could be by upgrading their supplies to increase their water pressure or applying to connect a new property to a sewer amongst other enquires.
If you are great at talking to people, customers and are passionate about giving a positive customer experience then this is the job for you. There are also opportunities to do offline work such as replying to emails, calling customers for payments to progress their applications and booking in any inspections customers might need.
Although it can be quite a fast paced job with its challenges there are great incentives to reward you for your effort, such as pizza and vouchers. If you hit targets and go above and beyond for our customer, you will most certainly be rewarded."
"Thames Water Developer Services is a fantastic environment to work in. The role of Helpdesk Agent balances customer services with a welcome technical challenge that has one learning something new every day. It's a dynamic role that you need to grow into but once you establish yourself within the team the role becomes remarkably gratifying. There is an element of problem solving which I find extremely satisfying. It's a great feeling when you have a personal impact on a customer's experience; and they'll let you know they appreciate it!
The Helpdesk radiates positivity, often holding charity events as well as staff outings. It is a pleasure to work with a group of driven, switched on and consistently helpful people. I can honestly say, in my own personal experience, I have never worked with such supportive management and team leaders. We are always encouraged to develop and improve, we are supported with 'soft skills' training sessions designed to enhance our performance whilst at the same time not teaching us how to suck eggs. We are also rewarded based on our own individual performances with staff incentives designed to drive us even further. For example, I won over £100 in vouchers in a single month, you can cash these in at a number of high street stores as well as online retailers. I personally used mine to buy a new Jasper Conran Duvet set! Delicious!"