Customer Service Agent

Thames Water; Reading, Swindon; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Pension (AON)

Hybrid work

Holiday 24-28 days

Performance pay

Wellbeing benefits

Job summary

Thames Water is hiring a Customer Service Agent to be the first point of contact for customers. You will handle inbound calls, gather key information and resolve issues from water leaks to sewer blockages, ensuring a great customer experience.

You will work in a hybrid role, 36 hours per week, with shifts from 6am to 10pm, across Monday to Friday and some weekends. Training spans eight weeks on site to set you up for success.

Qualifications

• Excellent communication skills and a passion for helping customers.
• Ability to gather information, stay organised and document details accurately.
• Comfort with fast-paced environments and learning new tools.

Responsibilities

• Handle inbound customer enquiries and identify root causes.
• Provide clear updates and support throughout the interaction.
• Record information accurately in Salesforce and AWS for service delivery.
• Coordinate engineer visits and ensure a seamless customer experience.

Skills

Customer service

Communication

IT skills

Problem solving

Education

No formal degree required

Tools

Salesforce

AWS

Job description

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

Become the voice our customers trust and the support they rely on. As a Customer Service Agent, you'll help customers resolve water and wastewater service enquiries, delivering exceptional service when it matters most and making a real difference every day.

What you’ll be doing as a Customer Service Agent

Be the first point of contact for customers, handling inbound phone enquiries and getting to the root of issues quickly. You'll gather key information, keep customers informed every step of the way, and accurately record details to help resolve everything from water leaks to sewer blockages.

The key responsibilities are:

• Use your problem-solving skills and friendly approach to understand customer needs and resolve issues efficiently.
• Keep customers informed and reassured, providing clear updates and support throughout every interaction.
• Use tools such as Salesforce and Amazon Web Services to accurately record information and deliver the best solutions.
• Arrange resolutions, from providing advice and information to coordinating engineer visits, ensuring a seamless customer experience.

Start date:

Monday 5th October 2026

Location:

Kemble Court, Reading / Newbridge Square, Swindon

Hybrid –

36 hours per week, working 8-hour shifts between 6am and 10pm, Monday to Friday, plus 1 in 3 weekends. Bank holidays are included where they fall on your normal working day

Training –

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

What you should bring to the role:

• Passionate about delivering great customer service and creating positive experiences.
• Excellent communication skills, with confidence speaking to customers over the phone.
• A collaborative team player who enjoys working with others.
• Eager to learn, develop, and embrace new challenges.
• Strong IT skills, active listening, and a problem-solving mindset.
• Able to stay organised and perform well in a fast-paced environment.

What’s in it for you?

• We’re offering a salary starting from £25,694 per annum.
• 24 days of holiday per year increasing to 28 with length of service.
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• Access to lots 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

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 your 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.