Customer Service Agent

Thames Water Utilities Limited; Swindon; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Health & wellbeing benefits

Training and development

Job summary

Thames Water Utilities Limited in Swindon is seeking a Customer Service Agent to be the friendly voice customers rely on for help with bills, tariffs, and issues. You will make every call a positive experience, delivering service with empathy.

Role involves training from day one and opportunities for growth within a supportive, community-focused environment. The position features 36 hours weekly, with rotational shifts and a starting salary around £25,246 per year, plus extensive benefits.

Qualifications

• Exceptional service: deliver outstanding customer experiences.
• Clear communication: engage effectively with a great phone manner.
• Active listening: truly hear and understand customer needs.
• Problem solving: find the right solution for customers.

Responsibilities

• Be the friendly voice on the line, explaining bills, resolving issues and tariff queries.
• Deliver top-tier service with empathy and a smile.
• Work in a collaborative, team-driven environment.

Skills

Exceptional service

Clear communication

Active listening

Problem solving

Resilience

Positive attitude

Technical proficiency

Team spirit

Job description

Job title Customer Service Agent Ref 46013 Division Customer Location Newbridge Square (Swindon) Office Contract type Permanent Full/Part-time Full-time Hours 36 Salary Competitive salary starting of £25,246 per annum Job grade A Closing date 09/10/2026

Kickstart Your Career in Customer Service – Join us at Thames Water!

Are you a people-person with a passion for helping others? Do you thrive in a buzzing, team-driven environment? If you're ready to start your journey in customer service, we’ve got the role for you!

What you’ll be doing as a Customer Service Representative

As a Customer Service Representative, you’ll be the friendly voice on the other end of the line – the first person our customers speak to when they need help. Whether it's explaining a water bill, resolving an issue, or finding the perfect tariff, you’ll deliver top-tier service with empathy and a smile. Every day will be different – and every call, an opportunity to make a real difference.

No Experience? No Problem!

We believe in potential, not perfection. From day one, we’ll give you the training, guidance, and tools you need to shine. If you’re eager to learn, we’re ready to invest in you.

Community focus:

We’re proud to serve our communities – that’s why we ask that you live within the Thames Water region. (Hint: if your water bill comes from us, you’re in!)

Fair opportunities

We’re big believers in growth from within. With dedicated coaching, training, and development, we’ll help you build the career you want.

Rotational shifts:

The hours of work are 36 hours a week, following a shift pattern that varies from month to month between 8 am - 8 pm & 1 in every 4 Saturdays.

Team collaboration:

Working in a supportive and collaborative environment where teamwork is key. Share ideas, solve problems, and celebrate successes as a team.

Start dates:

9 th November and 16 th November 2026

What should you bring to the role?

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

• Exceptional service: Deliver outstanding customer experiences.
• Clear communication: Engage effectively and possess a great phone manner.
• Active listening: Truly hear and appreciate what our customers need.
• Problem solving: Find the right solution for our customers.
• Resilience: You handle challenges with confidence and care.
• Positive passion: Bring a positive attitude and a genuine love for helping others.
• Technical proficiency: Navigate systems, databases, and communication tools efficiently.
• Team spirit: You work well with others and bring people together to achieve goals.

What’s in it for you?

Join a team where customers are at the heart of everything we do. We offer comprehensive training to ensure you succeed in your new role.

What to expect from the recruitment process

We like to keep things simple and transparent, so you'll always know what to expect. If you're successful at each stage, we'll invite you to move on to the next step.

Step 1: Apply Online & Complete an Assessment

Submit your application online and complete our short online assessment.

If you meet the initial criteria, you'll receive an assessment link from Tazio via your registered email address. Please keep an eye on your inbox and check your junk or spam folder if you haven't received it within 24 hours.

Step 2: Teams Video Interview

Successful candidates will be invited to a Microsoft Teams video interview.

This is your chance to tell us more about yourself, your experience, what you've learned about Thames Water, and how your skills could help you succeed as a Customer Service Representative.

Step 3: Face-to-Face Assessment Day

Candidates who are successful at interview will be invited to attend a face-to-face assessment day at our Swindon office.

During the day, you'll have the opportunity to:

• Meet members of the team
• Take part in a competency-based interview
• Complete a role-play exercise
• Participate in a group exercise

It's also a great opportunity to learn more about Thames Water, experience our culture firsthand, and see what it's like to be part of Team Thames.

What’s in it for you

• Competitive salary starting at £25,246 per annum
• 24 days holiday per year, increasing to 28 days with the length of service
• Performance‑related pay plan directly linked to both company and individual 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.

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.