Customer Support & Collections Agent

Join Our Team as a Customer Support & Collections Agent – Make a Real Impact!

Are you passionate about delivering excellent customer service and helping people through challenging situations? Do you thrive in a supportive environment where problem-solving and relationship-building are key? If so, we’d love to have you on our team!

We’re looking for empathetic and dedicated individuals to join us as Customer Support & Collections Agents. In this role, you’ll engage with customers, offering guidance and support to help them find sustainable solutions to manage their accounts while ensuring fair outcomes for all.

This is more than just a collections role—it’s an opportunity to assist customers, build positive relationships, and make a real difference.

What you’ll be doing as a Customer Support & Collections Agent
As part of our friendly and professional team, you’ll be speaking with customers to understand their circumstances, provide reassurance, and work towards solutions that benefit both the customer and the business.

Key Responsibilities:

• Engage with Customers: Reach out via phone, email, and letters to provide support and discuss account issues.
• Provide Assistance & Solutions: Understand individual customer needs and offer appropriate guidance to help them manage their accounts.
• Handle Sensitive Conversations: Stay calm and professional while addressing customer concerns with care and understanding.
• Discuss Payment Plans: Work with customers to agree on manageable solutions tailored to their financial circumstances.
• Identify & Escalate Issues: Recognise accounts that require further support and refer them to the appropriate team.
• Maintain Accurate Records: Keep up-to-date logs of all customer interactions to ensure clarity and compliance.
• Support Vulnerable Customers: Recognise those who may need extra support and guide them towards helpful services.

This role is ideal for those who genuinely care about customers and want to make a positive impact while ensuring the business operates smoothly.

Location and Training
This position is based at our Walnut Court office in Swindon. To set you up for success, you’ll receive full training on-site during your probation period (minimum six months).

• Training Start Date: Monday, 14th April 2025.or Tuesday 6th May 2025
• Training Hours: 9:00 am – 5:00 pm (four weeks). Attendance is essential.
• Working Hours (Post-Training): Rotating shift pattern, Monday to Friday, 8:00 am – 8:00 pm.

We’re looking for individuals who enjoy problem-solving, working with people, and making a difference in customers’ lives.

You’ll Excel in This Role If You Have:

• Strong Communication Skills: You can explain information clearly while being friendly and approachable.
• Empathy and Understanding: You listen to customers and offer support with sensitivity and care.
• Problem-Solving Ability: You take a thoughtful approach to finding fair and practical solutions.
• Attention to Detail: You ensure accuracy in every interaction and keep clear records.
• A Customer-Focused Mindset: You’re motivated by helping people and achieving positive outcomes.

Your Experience:

• Previous experience in customer service, credit control, or any role involving conversations about financial matters.
• Confidence in handling communications across different channels (phone, email, etc.).
• Proficiency with Microsoft Office and the ability to navigate multiple systems effectively.

What’s in it for you?
This role is more than just a job—it’s an opportunity to develop your skills and be part of a company that truly values its people. Thames Water offers:

• A Competitive Salary of £24,560 per annum.
• 24 days of annual leave, increasing with service, plus bank holidays.
• A contributory pension scheme with employer contributions of up to 12%.
• Comprehensive training to help you succeed.
• Access to our benefits hub, offering discounts and well-being resources.

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.