Customer Service Agent

idibu; England; Hybrid; GBP 28,000; Full time

Job summary

A leading water and wastewater company in the UK is seeking a Customer Service Agent to be the friendly first point of contact for customer inquiries. This role involves effective communication and problem-solving to resolve service issues. Training and development opportunities are provided, along with a potential salary increase over 18 months. The position offers a hybrid work model and excellent benefits, including holiday allowances and a pension scheme.

Benefits

Salary starting from £25,659

24 days of holiday per year

Generous Pension Scheme

Health and wellbeing benefits

Performance-related pay plan

Qualifications

• Genuine passion for delivering exceptional customer experiences.
• Outstanding telephone etiquette and strong communication skills.
• Energetic team player who thrives on collaboration.
• Eagerness to learn and grow.
• Ability to perform confidently in a fast‑paced environment.

Responsibilities

• Be the first point of contact for inbound phone enquiries.
• Ask questions to identify customer issues.
• Provide clear guidance and support throughout interactions.
• Log interactions accurately using tools like Salesforce.
• Coordinate solutions efficiently for customers.

Skills

Customer experience

Telephone etiquette

Verbal communication

Written communication

Problem-solving

Active listening

IT proficiency

Tools

Salesforce

Amazon Web Services

Job description

Ready to Make an Impact? Join Us as a Customer Service Agent!

Step into our Operations team and become the friendly voice our customers can count on! As a Customer Service Agent, you’ll help support people with their water and wastewater service issues and enquiries!

What you’ll be doing as a Customer Service Agent

You’ll be the first point of contact for inbound phone enquiries. You’ll help our customers by asking questions that will identify relevant information to diagnose the problem. You’ll be an effective communicator, informing customers of the process as you go along, and will be expected to take concise notes on each case whether it be a water leak or sewer blockage.

The key responsibilities are:

• Use your problem‑solving skills and friendly approach to actively listen, ask the right questions, and get to the root of each customer issue.
• Provide clear guidance so customers feel informed, reassured, and supported throughout every interaction.
• Utilise cutting‑edge tools like Salesforce and Amazon Web Services to accurately log interactions and understand customer needs.
• Coordinate solutions efficiently, whether providing helpful information or arranging engineer visits, ensuring smooth resolution for every customer.

If you’re someone who enjoys tackling challenges, thrives in a fast‑paced environment, and making a positive impact with every conversation, this role could be the perfect fit for you. Be part of a team that delivers exceptional service and makes a real difference every day.

Location: Kemble Court, Reading

Hybrid – 8‑hour shift between 6am–10pm Monday to Friday. Working 1 full weekend in 3 (Saturday and Sunday – 36 hours a week). This includes any bank holidays that fall on your normal working day.

To set you up for success, we provide eight weeks of on‑site training and a complete development programme to support you in delivering outstanding service to our customers.

Start date

23rd February 2026

What you should bring to the role

To thrive in this role, the essential criteria you’ll need are:

• A genuine passion for delivering exceptional customer experiences.
• Outstanding telephone etiquette, paired with strong verbal and written communication skills to connect with customers effectively.
• Energetic team player who thrives on collaboration.
• Eagerness to learn, grow, and take on new challenges.
• Strong IT proficiency, active listening, and creative problem‑solving abilities.
• Ability to perform confidently in a fast‑paced, high‑pressure environment.

What’s in it for you

• We’re offering a salary starting from £25,659 with the potential to increase to £26,659 after 6 months and then to £27,659 after 18 months.
• 24 days of holiday per year increasing to 28 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to a range of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
• Performance‑related pay plan directly linked to company performance measures and targets.

Find out more about our benefits and perks.

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.

Learn more about our purpose and values

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.

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.