Revenue & Billing Associate

Thames Water; Reading; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading water utility company is looking for a motivated Revenue & Billing Associate to join their Wholesale Market Services team. In this role, you will manage cases, handle complaints, and support the billing process while contributing to revenue targets. The ideal candidate will demonstrate exceptional communication and problem-solving skills. This hybrid role is primarily home-based with occasional site visits, offering a starting salary of £26,700 along with generous holiday and benefits.

Benefits

24 days of holiday, increasing with service

Generous contributory pension scheme

Access to Personal Medical Assessments

Qualifications

• Excellent customer service skills in a retail environment.
• Ability to manage multiple workflows efficiently.
• Previous experience in a customer-facing role is desirable.

Responsibilities

• Manage cases and handle customer complaints and escalations.
• Support wholesale billing and contribute to service targets.
• Communicate effectively with customers to provide excellent service.

Skills

Excellent interpersonal and communication skills

Strong problem-solving abilities

Proficiency in Microsoft Office

Good financial awareness

Strong organisational skills

Tools

SAP

Salesforce

SharePoint

Job description

Thames Water is seeking a motivated Revenue & Billing Associate to join our Wholesale Market Services (WMS) team. WMS is responsible for developing, implementing, and facilitating Thames Water’s market obligations for non-household customers. We enable the sale of services to all licensed water market companies, managing over £756m in revenue and up to £200m of market compliance risk.

What you will be doing as our Revenue & Billing Associate:

In this role, you will be part of our billing team, managing cases, handling complaints and escalations, supporting wholesale billing, and contributing to revenue and retail customer service targets. This is a unique opportunity to shape and drive key processes, generate revenue insights, and improve business performance.

We provide all the tools and support you need to grow within Thames Water and build a successful career. The ideal candidate will demonstrate exceptional customer service skills and a strong drive to meet the evolving needs of our wholesale customers.

Key accountabilities:

• Effectively and professionally, you will communicate with our retail customers via email and telephone, providing an excellent customer experience to the required internal and external standards – always providing first‑class customer service.
• Contributing to the team’s success by demonstrating the company values, sharing knowledge with fellow associates, and developing best practices for delivering an outstanding experience to customers.
• Carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.
• Identify opportunities to optimise best practice through minimising operating cost and regulatory/market risk, where appropriate.
• You may find yourself involved with analytics and investigations as part of the role and your development.

What you should bring to the role.

To thrive in this role, the essential criteria you’ll need are:

• Excellent interpersonal and communication skills, both verbal and written, and the ability to work effectively as part of a team.
• Strong problem‑solving abilities in a customer service or customer‑facing environment, including active listening and using an appropriate tone when engaging with customers.
• Proficiency in Microsoft Office applications, particularly Word and Excel; previous customer‑facing experience is highly desirable.
• Good financial awareness with foundation to intermediate Excel skills.
• Strong organisational skills with the ability to manage multiple workflows efficiently to meet KPIs.
• Experience with systems such as SAP, Navision, SAP CRM, Salesforce, SharePoint, and CMOS is highly desirable.

Base locations

Hybrid – Clearwater Court – RG1 8DB, Hybrid – Walnut Court – SN2 8BN – This hybrid role is primarily home‑based with just two site visits per month to our Clearwater Court office, and occasional additional attendance when business needs require.

Hours

36 per week

What’s in it for you?

• A starting salary of £26,700 per annum.
• 24 days of holiday, increasing to 28 days with service.
• Generous contributory pension scheme – up to 12% of company contribution.
• Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
• Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.

Working at Thames Water

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.

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.

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.