Outage Response & Customer Care Agent

Thames Water Ltd; Reading; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days holiday

Generous Pension Scheme

Benefits for health and wellbeing

Job summary

Thames Water Ltd is seeking a Customer Care Agent to act as a key contact during incidents and operational events. You will coordinate communications, support priority customers and ensure important updates reach the right people.

The role involves creating event bulletins, updating on outages and working with internal teams and external stakeholders, including emergency services and authorities. It is a full-time position based in Reading with a varied shift pattern.

Qualifications

• Customer service experience handling calls and resolving complaints.
• Understanding of water and wastewater customer journeys and operational processes would be helpful
• Experience in incident management would be advantageous

Responsibilities

• Creating and updating event bulletins to keep teams informed.
• Contacting priority service customers to provide updates about outages and alternative water supplies.
• Supporting the Operations Contact Centre with clear information about repairs, incidents and progress.
• Working with internal teams and external stakeholders, including emergency services, Transport for London, the Environment Agency and local authorities.
• Monitoring any changes in service and escalating issues when additional support or action is needed.
• Using information and data to identify trends and support appropriate actions.

Skills

Customer service

Incident management

Decision making

Job description

Thames Water Ltd is seeking a Customer Care Agent to act as a key contact during incidents and operational events. You will coordinate communications, support priority customers and ensure important updates reach the right people.

The role involves creating event bulletins, updating on outages and working with internal teams and external stakeholders, including emergency services and authorities. It is a full-time position based in Reading with a varied shift pattern.