Helpdesk Agent

Thames Water; Reading; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading water services company in Reading is looking for a Helpdesk Agent to provide excellent customer service for both clean and waste services. Your role will involve managing enquiries, building customer relationships, and improving customer satisfaction. The ideal candidate has strong communication skills, is delivery-focused, and has an understanding of the water industry. This position offers a competitive salary of £27,000 per annum, hybrid working, and various employee benefits.

Benefits

Competitive salary from £27,000 per annum

24 days holiday per year increasing to 28 with length of service

Generous Pension Scheme through AON

Access to health and wellbeing benefits

Qualifications

• Delivery-Focused, ability to meet defined performance targets in a fast-paced, high-pressure contact centre environment.
• 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

Responsibilities

• Deliver a brilliant customer experience across both clean and waste services.
• Handle queries promptly and professionally, resolving them first time.
• Build positive relationships with internal and external customers.
• Take ownership of customer contact, managing enquiries effectively.
• Contribute to continuous improvement making decisions and suggesting solutions.
• Adapt and collaborate with customers and your team.

Job description

As the first point of contact for Developer Services, you’ll deliver a brilliant customer experience across both clean and waste services. You’ll handle queries promptly and professionally, resolving them 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.

• 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 customers and 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

• Delivery-Focused, ability to meet defined performance targets in a fast-paced, high-pressure contact centre environment.
• 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 from £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.

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.

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.