Hybrid Customer Service Agent - Water Utility

Thames Water Utilities Limited; Reading; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

24 days holiday per year

Generous Pension Scheme

Health and wellbeing benefits

Cycle to Work

Job summary

Thames Water Utilities Limited is seeking a Customer Service Agent in Reading. You will be the frontline contact for customers, resolving water and wastewater service enquiries with a focus on clear communication and timely updates.

You will handle inbound calls, gather information, and use Salesforce and AWS to document cases, coordinating engineer visits when needed to ensure a smooth customer journey. Training starts with eight weeks on-site before development opportunities.

Qualifications

• Passion for delivering great customer service.
• Excellent communication skills, with confidence speaking to customers over the phone.
• Collaborative team player who enjoys working with others.
• Eager to learn, develop, and embrace new challenges.
• Strong IT skills, active listening, and a problem-solving mindset.
• Able to stay organised and perform well in a fast-paced environment.

Responsibilities

• Be the first point of contact for customers, handling inbound phone enquiries and getting to the root of issues quickly.
• Gather key information, keep customers informed every step of the way, and record details accurately to help resolve issues.
• Use tools such as Salesforce and AWS to record information and deliver the best solutions.
• Arrange resolutions, from providing advice and information to coordinating engineer visits, ensuring a seamless customer experience.

Skills

Customer service

Communication skills

Team player

IT skills

Problem-solving

Tools

Salesforce

Amazon Web Services

Job description

Thames Water Utilities Limited is seeking a Customer Service Agent in Reading. You will be the frontline contact for customers, resolving water and wastewater service enquiries with a focus on clear communication and timely updates.

You will handle inbound calls, gather information, and use Salesforce and AWS to document cases, coordinating engineer visits when needed to ensure a smooth customer journey. Training starts with eight weeks on-site before development opportunities.