Customer Service Representative

idibu; Swindon; On-site; GBP 23,000 - 28,000; Full time

Job summary

Join Thames Water as a Customer Service Representative and kickstart your career in a supportive environment. You’ll be the voice customers trust for assistance, delivering exceptional service with training and support provided. Flexible shifts and opportunities for growth await you in a community-focused role.

Benefits

24 days holiday per year

Access to health and well-being benefits

Cycle to Work schemes

Shopping vouchers

Life assurance

Qualifications

• Passion for helping others and eagerness to learn.
• Ability to engage effectively with customers on the phone.
• Confidence in handling challenges.

Responsibilities

• Be the first point of contact for customers needing help.
• Explain water bills and resolve customer issues.
• Deliver service with empathy and ensure customer satisfaction.

Skills

Exceptional service

Clear communication

Active listening

Problem solving

Resilience

Positive passion

Technical proficiency

Team spirit

Job description

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, support, 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.

Flexible 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. One of our friendly team members will discuss available shifts with you.

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

The start date for the role is 9th June 2025

What should you bring to the role?
As you begin your journey as a Customer Service Representative, here are the key skills and behaviours we value:

• 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.

Ready to make a difference? Apply now!
Submit your application and start your journey with Thames Water today. We can’t wait to welcome you to the team!

• Competitive salary starting at £23,651 per annum
• 24 days holiday per year, increasing to 28 days with the length of service
• 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

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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, meet colleagues and earn some extra money along the way.

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.