Customer Service Advisor

Are you ready to make a real difference and deliver outstanding customer service? Join our Operations team as a Customer Service Agent, where you’ll be the friendly voice our customers can rely on when they call in with water and wastewater service questions!

What you’ll be doing as a Customer Service Agent
You’ll use your problem-solving skills and welcoming approach to actively listen, ask the right questions, and get to the heart of the issue. With your clear guidance, customers will feel informed, reassured, and taken care of every step of the way.
With cutting-edge tools like Salesforce and Amazon Web Services at your fingertips, you'll log each interaction accurately while understanding exactly what the customer needs. Whether it’s providing helpful info or coordinating an engineer visit, you’ll be the one ensuring things get done smoothly and efficiently.

If you’re someone who loves solving problems, thrives in a fast-paced environment, and enjoys making a positive impact with every conversation, this role could be the perfect fit for you. Come join us and be part of a team that makes a real difference every day!

Location: Kemble Court, Reading / Swindon, Walnut Court

Hybrid – 8-hour shift between 6 am – 10 pm Monday to Friday. Working 1 full weekend in 3 (36 hours a week). This includes any bank holidays that fall on your normal working day. 

Start date: 24th March 2025

Assessment centre dates:
Thursday 30th January
Tuesday 4th February
Thursday 6th February
Monday 10th February

What you should bring to the role
No need to worry if you're new to this – we’re more focused on your enthusiasm, positive attitude, and commitment to learning and delivering exceptional customer service.

• A genuine passion for providing outstanding customer service
• Excellent telephone manner, with strong verbal and written communication skills to engage with customers effectively
• Enthusiasm and the ability to collaborate well with your team
• A willingness to learn, grow, and advance
• Strong IT, listening, and problem-solving skills
• The ability to thrive in a fast-paced, sometimes high-pressure environment

What’s in it for you?

• We’re offering a salary starting from £25,659 with the potential to increase to £26,659 after 6 months and then to £27,659 after 18 months
• 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.