Helpdesk Agent

idibu; England; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading water utility company in the UK is looking for a Helpdesk Agent to provide exceptional customer service in a hybrid role. Responsibilities include handling customer enquiries, building positive relationships, and ensuring efficient query resolution. The ideal candidate will have experience in a contact centre environment and excellent communication skills. The position offers a competitive annual salary of £27,000 plus generous benefits including pensions and health support.

Benefits

Competitive salary

24 days holiday

Generous Pension Scheme

Health and wellbeing benefits

Cycle to Work schemes

Qualifications

• Previous experience in a contact centre environment highly desirable.
• Excellent verbal and written communication skills.
• Ability to prioritize work in a fast-paced environment.
• Collaborative, yet able to take individual ownership.
• Understanding of the water industry and its processes.
• Confident in using company IT systems.

Responsibilities

• Deliver excellent customer experiences while managing enquiries.
• Build positive relationships with customers and stakeholders.
• Take ownership of customer contact and resolve queries.
• Provide accurate information and technical advice.
• Contribute to continuous improvement initiatives.

Skills

Customer focus

Communication skills

Organizational skills

Adaptability

Technical competency

Safety compliance knowledge

Job description

As the first point of contact for Developer Services, you’ll deliver a brilliant customer experience across both clean and waste journeys. You’ll handle queries promptly and professionally, resolving them the first time while keeping customers at the heart of everything we do and ensuring our assets are protected.

What you’ll be doing as a Helpdesk Agent

In this role, you’ll turn customer enquiries into opportunities while building knowledge of our processes and services. Working with your team and a range of stakeholders, you’ll deliver excellent customer experiences—improving satisfaction, reducing complaints, and driving quality. You will:

• Build positive relationships with internal and external customers, responding promptly and professionally to queries and acting as a trusted ambassador for the company.
• Take ownership of customer contact, managing enquiries effectively, escalating specialist requests when needed, and ensuring queries are resolved right first time.
• Support the wider business by providing accurate information, guidance, and technical advice to colleagues and stakeholders.
• Prioritise and organise workloads in a fast-paced environment, meeting statutory deadlines, SLAs, and performance targets while keeping customer needs at the centre.
• Contribute to continuous improvement, making decisions and suggesting innovative solutions to enhance customer satisfaction and the end‑to‑end journey.
• Adapt and collaborate with your team, flexing to meet changing demands and providing feedback to drive future improvements.

Based in our Clearwater Court office in Reading

This is a Hybrid role with the office days being Tuesday and Thursday

What you should bring to the role

• Previous experience working within a contact centre environment is highly desirable
• Strong customer focus, with excellent verbal and written communication skills and a proven ability to deliver results.
• Organised and adaptable, able to prioritise high volumes of work in a fast‑paced, changing environment.
• Collaborative and independent, working effectively as part of a team while also taking ownership of individual responsibilities.
• Industry awareness, with relevant experience and an understanding of the water industry and its processes.
• Technically competent, confident using company IT systems, office software, and retaining knowledge across multiple processes.
• Safety and compliance minded, with a good knowledge of Health & Safety requirements and commitment to best practice.

What’s in it for you?

• Competitive salary of £27,000 per annum

24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)

• 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

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 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.

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.