Your career opportunities

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Here’s a summary of the types of Customer Service roles we have within our Retail family.

There has never been a more exciting time to join Thames Water than right now. We’re an organisation that celebrates our past; are proud of what we achieve today and are excited about our future. We’re passionate about everything we do and giving a great service to our customers really matters to us.

Customer service agent - Swindon

The aim of this role is to do the very best you can for our customers who contact us through a variety of channels about bills, meters and service-related enquiries. Taking ownership of their issues and resolving them or escalating them so that the customer never has to call us back is paramount and doing it in a way that surprises and delights them.

Customer service agent - Reading

Working in the clean and wastewater operations team you will have the opportunity to provide a first class resolution services for customers. You will handle and resolve inbound customer enquiries relating to customer issues, such as burst drain pipes or sewage leaks, you will need to recognise the problem and identify the relevant information to be able to send out an engineer to solve the problem. Full training will be provided to help you deliver an exceptional service to our customers.

Team manager

This role's purpose is to lead, develop and manage a team of between 12 to 15 Contact Centre Agents. This role will focus on key areas such as team coaching, management, and monitoring to make sure key targets are met and to drive performance within the Revenue Contact Centre department.

Customer relations

The aim of this role is to do the very best you can for our customers who contact us through a variety of channels. Taking ownership of their issues and resolving them or escalating them so that the customer never has to call us back is paramount and doing it in a way that surprises and delights them. You don’t just respond reactively to work that comes in through the Contact Centre, you also have a big role to play in helping build relationships within the community. Some teams contact customers after every visit to double check that everything has been completely resolved and collect customer satisfaction scores.

People – learning, development and career progression

We are always on the lookout for talent and are passionate about bringing out the best in our people. The talent pool programme is business wide and enables nominated people to build their capabilities; driving their accelerated learning and performance across our whole business.

The retail HR and people team has a dedicated learning and development function, which is passionate about all things related to development and career progression. As part of our yearly performance management process, everyone has a tailored Personal Development Plan (PDP) aligned to their current role and their career aspirations. PDPs are reviewed bi-yearly with their manager to make sure that they’re on track.

We enable our people to take ownership of their learning journey with us by accessing a variety of development opportunities. Our people can tap into management development programmes, as well as our skills building programmes.

We believe that realising your potential happens on and off the job; our people gain valuable development opportunities through Retail wide events as well as bespoke programmes and team away days.

People build their careers with us through many avenues and allowing our agents to progress and develop is a key focus for our training and development team.

We also have our Graduate Programme, where Retail takes on new candidates each year For those who join us, they spend 18 months working across our division, developing their knowledge and skills not only within our ever growing area, but across the whole business, and the water industry as a whole. Find out more on our graduate page.

Meet our people

Career Profile - Sophie Adamou (0.32Mb)

Career Profile - Nick Votta (0.39Mb)

Career Profile - Zaheerul Choudhury (0.39Mb)

Career Profile - Angie Padbury (0.39Mb)

The benefits explained

We understand that to be the very best we can be, we need to attract and keep the best talent. Not only will you get the opportunity to work on industry leading projects and for the UK’s largest water company we also offer a highly competitive benefits package and career progression. To find out more, please click here.

How to apply

To apply for the roles above, please click here.