Business Services Coordinator

Thames Water is excited to offer this opportunity for a Business Services Coordinator to join our team on a 4 to 6-month Fixed Term Contract/Secondment. In this role, you will play a vital part in managing the workflow of retained activities and supporting our outsourced partner in resolving exceptions and complex customer queries.

What you will be doing as the Business Services Coordinator: You will play a key part in supporting and assisting with the implementation of new processes and systems, continuously improving how we serve our customers. You'll help enhance training materials and elevate our service offering to ensure we deliver exceptional customer experiences. As part of your responsibilities, you will handle customer callbacks and escalations within agreed SLAs, during this process you must ensure our customer is at the heart of everything we do as well as ensuring our assets are protected.

Duties to include but not limited to:

• Working collaboratively across the business with exposure to a wide variety of stakeholders including customers, developers, contractors, and Thames Water partners including Cash operations.
• Delivering an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX score, reduced complaints, and improved quality.
• Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement, and development.
• Acting as the first point of contact for customer enquiries.
• Resolving customer queries promptly and efficiently.
• Accurately following SODA to ensure business integrity, cross-referencing details against the main applicant, and liaising with Billing and customer on any inconsistencies.
• Processing & capturing cheques promptly.
• Technically assessing from a financial point and being the main point of contact for payment queries & refunds queries.

What you should bring to the role:

• Fully competent at using the appropriate Company IT Systems and Office Software.
• MS Dynamics, SAP ECC trained and Nav good knowledge base.
• Investigational mindset experience.
• Excellent organisational skills and the ability to prioritise.
• Extremely customer-focused, cognisant of CSAT and our aims to meet all customer demands Confidence at communicating with business stakeholders and customers — both verbally and written Seeks to understand Health and Safety requirements.

What’s in it for you?

• A starting salary of £25,000 and up to £30,000 per annum depending on skills and experience.
• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays) 
• Contributory pension. 
• Personal Medical Assessments – Open to all once a year. 
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we? 

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.  
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it. 

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? 

Working at Thames Water 

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. 

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings. 

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

Find out more about working at Thames Water. 

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, meet colleagues and earn some extra money along the way. 

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.