Customer Care Agent

Thames Water Ltd; Reading; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days holiday

Generous Pension Scheme

Benefits for health and wellbeing

Job summary

Thames Water Ltd is seeking a Customer Care Agent to act as a key contact during incidents and operational events. You will coordinate communications, support priority customers and ensure important updates reach the right people.

The role involves creating event bulletins, updating on outages and working with internal teams and external stakeholders, including emergency services and authorities. It is a full-time position based in Reading with a varied shift pattern.

Qualifications

• Customer service experience handling calls and resolving complaints.
• Understanding of water and wastewater customer journeys and operational processes would be helpful
• Experience in incident management would be advantageous

Responsibilities

• Creating and updating event bulletins to keep teams informed.
• Contacting priority service customers to provide updates about outages and alternative water supplies.
• Supporting the Operations Contact Centre with clear information about repairs, incidents and progress.
• Working with internal teams and external stakeholders, including emergency services, Transport for London, the Environment Agency and local authorities.
• Monitoring any changes in service and escalating issues when additional support or action is needed.
• Using information and data to identify trends and support appropriate actions.

Skills

Customer service

Incident management

Decision making

Job description

What you’ll be doing as a Customer Care Agent

As a Customer Care Agent, you’ll be a key point of contact during incidents and operational events. You’ll help coordinate communications, support priority customers and make sure important updates reach the right people.

• Creating and updating event bulletins to keep teams informed.
• Contacting priority service customers to provide updates about outages and alternative water supplies.
• Supporting the Operations Contact Centre with clear information about repairs, incidents and progress.
• Working with internal teams and external stakeholders, including emergency services, Transport for London, the Environment Agency and local authorities.
• Monitoring any changes in service and escalating issues when additional support or action is needed.
• Using information and data to identify trends and support appropriate actions.

Base location:

Kemble Court, Reading, RG2 6AD

Working pattern

36 hours per week, working a varied shift pattern between 6am and 10pm.

For example, your shift pattern may include 4 days working 6am to 5pm, followed by 4 days off, then 4 days working 11am to 10pm, followed by another four days off.

What you should bring to the role

• Customer service experience, including handling calls and helping resolve customer complaints
• An understanding of water and wastewater customer journeys and operational processes would be helpful
• Any experience in incident management would be advantageous
• Confidence making decisions and adapting as priorities change in a fast-paced environment
• The ability to manage deadlines and respond promptly when situations change

What’s in it for you?

• This role will be paid from £26,000 to £34,000 depending on skills and experience
• 24 days holiday per year, increasing to 28 days with length of service, plus bank holidays.
• Generous Pension Scheme through AON.
• Access to a wide range of benefits to support you and your family’s health, wellbeing and finances, including annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

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 for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.