Customer Leakage Support Agent

Anglian Water Services; Isleworth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A water services company in the UK is hiring a Customer Leakage Support Agent. This role involves assisting customers with leakage issues, ensuring compliance with policies, and collaborating with various teams. Ideal candidates should have experience in customer service, strong communication skills, and proficiency in IT. The position offers a competitive benefits package and opportunities for career growth.

Benefits

Bonus scheme

Private health care

Competitive pension scheme

25 days annual leave

Flexible benefits

Flexible working

Qualifications

• Experience dealing with challenging customers over the phone.
• Ability to adapt and challenge effectively.
• Strong written and oral communication skills.

Responsibilities

• Serve as the first contact for customers regarding leakage issues.
• Guide customers through established policies and procedures.
• Liaise with various departments for scheduling inspections.

Skills

Experience in customer service

Communicating professionally

Good level of IT literacy

Excellent communication skills

Tools

Spreadsheets

Databases

PowerBI

Job description

Location: Lancaster House and Hybrid

Salary: depending on skills and experience

Contract: 12 months FTC

At Anglian Water our values are that together, we will: Build trust, do the right thing, and we are always exploring

Who we are?

Integrated Maintenance, repair and development services (IMRDS) is the team that maintains our water supply systems, repairs emergencies like water bursts and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.

IMRDS is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.

If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.

What will you be doing as a Customer Leakage Support Agent?

The Customer Leakage Agent is an important customer 1st contact role for our leakage and customer measures of excellence targets. Your role will be to ensure that we operate strictly to our established policies and procedures, and you are a guide to help lead the customer through a journey that can at times be a difficult and frustrating journey.

You will have the opportunity to work with the wider Anglian Water team, liaising with relevant departments to organise and schedule inspections once remedial work is completed, working with the legal team to ensure legal obligations are adhered to and building strong working relationships with operational staff who have reported the customer leak.

What attributes are required?

To join us, you should have experience in dealing with challenging and difficult customers on the telephone. Be confident or have the experience of communicating professionally via email or letter. Have the ability to adapt and challenge effectively, and work to tight deadlines. We would like you to have a good level of IT literacy, excellent communications skills both written and oral. Experience of spreadsheets, databases and PowerBI are beneficial but not essential.

What benefits do we offer?

• Bonus scheme
• Private health care
• Competitive pension scheme
• 25 days annual leave rising with length of service
• Flexible benefits to support your wellbeing
• Flexible working (dependent on your role)
• Plus lots more!

Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong.

We are passionate and committed to the learning and development of our people making sure they have the right skills and knowledge to be successful and to help achieve their potential. We also take Health and Safety very seriously in everything that we do.

If you feel this is the next move for you to with start your career or continue to enhance your career with Anglian Water then please apply today!

Closing date: 5th December 2025

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