We are looking to recruit up to
two Customer Support Technicians (Wastewater)
to help us provide outstanding service to our customers while safeguarding our communities and environment.
What you'll be doing as a Customer Support Technician (Wastewater)
- Manage complex customer inquiries that require in-depth triage processes, focusing exclusively on wastewater-related issues.
- Support contact center agents with specific wastewater journeys to deliver first-class customer resolutions using phone calls and video capabilities.
- Handle day-to-day inbound customer inquiries, including issues such as pollutions and internal/external flooding.
- Use various communication channels to accurately assess customer problems, determine necessary follow-up actions, arrange site visits, or offer self-help solutions.
- Contribute valuable insights to improve our customer service processes and drive continuous improvement.
Working hours will be Monday to Friday, from 8 AM to 4 PM or from 9 AM to 5 PM
Starting in 2025, there may be a requirement to work weekends. We are looking for candidates open to this possibility. Weekend work will either be incorporated into an updated contract or paid as overtime, with a decision made closer to the end of the year.
This is a hybrid role. For the first three weeks you will need to work full-time from the office. After that, you will work a minimum of one day a week in the office, with the rest of the time working remotely.
Base location: Kemble Court, Scours Lane, Reading, Berkshire, RG30 6AY
What you should bring to the role
- Technical Experience: experience in water/wastewater and an understanding of pollution
- Ability to explain technical issues to customers in simple, non-technical language.
- Comfort interacting with customers, colleagues, and teams across the business, including Operational Service Centre Customer Agents, network engineers, and Lanes colleagues.
- Basic knowledge of Excel, PowerPoint, Word, and MS Teams. Experience with the Salesforce WFM platform is beneficial but not essential (training provided).
What's in it for you?
In this role you will be playing a key role in our business turnaround strategy, as well as providing essential services that protect our communities and ensure exceptional customer care. You'll be part of a dynamic and supportive team environment with plenty of opportunities for growth and development.
- Salary from £26,000 to £35,000 per annum depending on skills and experience
- Annual Leave - 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 complimentary 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.