Debt Recovery Specialist

Are you passionate about delivering outstanding customer service and skilled in building meaningful connections?

Thames Water is looking for Debt Recovery Specialists who excel in customer service, have strong communication skills, and can offer personalised payment support with empathy and efficiency. Join us in a role where you’ll help customers navigate difficult situations, contributing to their financial well-being and a positive customer experience.

What you’ll be doing as a Debt Recovery Specialist

• Build meaningful connections with customers, guiding them through payment options and tailored support that fits their financial situations.
• Resolve billing enquiries with empathy, actively listening to understand each customer’s unique circumstances.
• Empower customers with solutions by arranging manageable payment plans and creating positive experiences during challenging times.
• Champion customer success by taking ownership of each interaction, ensuring every customer feels supported and valued.

Location:
Walnut Court, Swindon -This is an office-based role during your initial probation period (minimum 6 months), where you'll receive full support and training from our outstanding teams. We’re committed to ensuring you have all the resources and guidance you need to succeed.

Start date:
Monday 6th January 2025 - You will begin an exciting 4-week training program to kickstart your journey with us. Please note, during this training period, your working hours will be 9:00 am – 5:00 pm. We kindly ask that you are punctual and fully available throughout this period to ensure you don’t miss any essential training. This is a great opportunity to gain the knowledge and skills you need to succeed in your role!

Once you have completed your training your working hours: – Monday to Friday, between the hours of 8 am to 8 pm.
Shift pattern as detailed below:

• 8.00 am – 3.45 pm
• 8.30 am – 4.15 pm
• 9.00 am – 4.45 pm
• 9.30 am – 5.15 pm
• 10.00 am – 5.45 pm
• 12.15 pm – 8.00 pm

What you should bring to the role

• Exceptional Customer Service skills: A genuine ability to empathise and provide meaningful support to customers.
• Strong Communication Skills: Ability to clearly convey information, both verbally and in writing, to ensure effective customer interactions and documentation.
• Problem-solving mindset: The ability to think on your feet and offer solutions tailored to customers’ financial situations.
• Multitasking ability: Manage multiple systems and processes while maintaining a seamless customer experience.
• Resilience and empathy: Comfortably manage sensitive conversations with professionalism and understanding.

What’s in it for you?
This is more than just a job—it’s a chance to make a real difference in people’s lives. Thames Water offers a supportive and inclusive environment, backed by excellent training to help you thrive in your role.

• Competitive salary of £24,560 per annum.
• 24 days of holiday per year increasing to 28 with the length of service. (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
• Personal Medical Assessments – Open to all once a year.

Find out more about our benefits and perks

Who are we?
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.

Learn more about our purpose and values

Working at Thames Water
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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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, 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, so we encourage you to apply as soon as possible to avoid disappointment.

Please be advised that the official business title for these roles is "Collections Agent." Therefore, should you be successful, this title will be reflected on your employment contract.