Collections & Customer Support Advisor

Thames Water; Swindon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading utility company in the UK is seeking a Collections & Customer Support Advisor to engage with customers, offering support and guidance on account management. Ideal candidates will thrive in a compassionate environment, have strong communication skills, and possess a customer-focused mindset. This role offers a competitive salary starting at £26,995, as well as 24 days holiday per year, excellent benefits, and opportunities for career development.

Benefits

Competitive salary starting at £26,995 per annum

24 days holiday plus bank holidays

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Engage every customer professionally via telephone and email.
• Actively listen and provide patient, understanding support.
• Approach challenges thoughtfully to find fair, practical solutions.
• Ensure accuracy and thorough records.

Responsibilities

• Communicate via phone, email, and letter to provide support.
• Assess each customer’s situation and recommend options.
• Handle sensitive conversations with professionalism and empathy.
• Collaborate with customers on payment solutions.
• Identify accounts requiring further intervention.
• Document all customer interactions for transparency.
• Connect vulnerable individuals with helpful resources.

Skills

Excellent verbal and written communication skills

Empathy and compassion

Strong problem-solving skills

Keen attention to detail

Customer-focused mindset

Relevant experience

IT proficiency

Tools

Microsoft Office

Job description

Overview

Join our team as a Collections & Customer Support Advisor and make a meaningful impact. Do you thrive on delivering exceptional customer service and helping people navigate difficult situations in a supportive environment where empathy, problem-solving, and relationship-building are key? If so, we want to hear from you. We’re looking for compassionate and committed individuals to join us as Collections & Customer Support Advisors. In this role, youll engage directly with customers, offering support, practical solutions, and guidance to help them manage their accounts while working towards fair and positive outcomes for everyone involved.

This isn’t your typical collection's role. It’s a chance to make a real impact by supporting customers, building meaningful connections, and being a trusted voice during challenging times.

Responsibilities

• Engage with customers: communicate via phone, email, and letter to provide support and address account concerns.
• Offer guidance and solutions: assess each customer’s situation and recommend appropriate options to help them manage their accounts effectively.
• Handle sensitive conversations effectively: approach customer concerns with professionalism, patience, and empathy.
• Negotiate payment plans: collaborate with customers to develop realistic and sustainable payment solutions based on their financial needs.
• Identify and escalate issues: pinpoint accounts requiring further intervention and refer them to the appropriate team for additional support.
• Maintain accurate records: document all customer interactions to ensure transparency, compliance, and continuity of service.
• Assist vulnerable customers: identify individuals requiring extra support and connect them with helpful resources or services.

Our Collections department is currently based at our Walnut Court office in Kembrey Park, Swindon. Well be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026.

Training and working hours

• On-site training during probation period (minimum six months).
• Mandatory training: 9:00 am :00 pm, four weeks, starting on day 1 in role.
• Working hours (post-training): Rotating shift pattern, Monday to Friday, 8:00 am :00 pm.

Essential criteria

• Excellent verbal and written communication skills: engaging with every customer professionally via telephone and email.
• Empathy and compassion: actively listening and providing patient, understanding support.
• Strong problem-solving skills: approach challenges thoughtfully to find fair, practical solutions.
• Keen attention to detail: ensuring accuracy and thorough records.
• Customer-focused mindset: driven by helping people and creating positive outcomes.
• Relevant experience: background in customer service, credit control, or roles involving financial discussions.
• IT proficiency: comfortable using Microsoft Office and navigating multiple systems.

What’s in it for you?

• Competitive salary starting at £26,995 per annum.
• 24 days holiday per year, increasing to 28 with length of service (plus bank holidays).
• Performance-related pay plan linked to company and individual performance.
• Generous Pension Scheme through AON.
• Benefits focused on health, wellbeing, and finances (annual health MOTs, access to physiotherapy and counselling, Cycle to Work, shopping vouchers, life assurance).

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water. We aim to build a better future for all by helping our customers, communities, people, and the planet to thrive.

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference. Youll enjoy meaningful career opportunities, flexible working arrangements, and excellent benefits. We are committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and will support you throughout the recruitment process. If you need adjustments, please let us know. When a crisis happens, we rally to support our customers, and you may sign up to support our customers on the frontline as an ambassador. Full training will be provided for this rewarding experience.

Disclaimer: due to the high volume of applications we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.