Customer Service Representative

Thames Water Utilities Limited; Swindon; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Holiday entitlement 24–28 days

Pension scheme

Job summary

Thames Water Utilities Limited is seeking a Customer Service Representative to be the friendly voice for customers, explaining bills, resolving issues, and guiding tariff choices with empathy.

No experience? No problem. We’ll provide comprehensive training, guidance, and tools from day one to help you shine.

The role involves 36 hours a week on a rotating shift pattern between 8:00 and 20:00, with one in four Saturdays, plus a competitive benefits package.

Qualifications

• Deliver outstanding customer experiences.
• Engage effectively with customers over the phone.
• Actively listen to customer needs and provide solutions.
• Troubleshoot issues using systems and tools.
• Maintain resilience and a positive attitude.

Responsibilities

• 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.

Skills

Customer service

Phone etiquette

Active listening

Problem solving

Teamwork

Technical proficiency

Tools

CRM systems

Job description

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.

Why join us?

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.

Responsibilities

• 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.

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 large 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.

Interview Process

• 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.