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.

After this period, we offer the possibility of hybrid working, with the flexibility to work from home for up to 3 days a week, subject to business needs.

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.

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 for us all.

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 need to 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 enriching 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.