• Full Time
  • Anywhere

Specialist Customer Service Agent, Extra Care Services

Who are we?

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic. 

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

What you will be doing:

This roles is within Financial Customer Care, Customer Experience. Using specialist systems and knowledge, Extra Care Services Specialist Agents are responsible for completing a multitude of complex tasks directly related to customers who may have affordability problems or those who may need additional support by using our Priority Services Register. This is a very exciting time to join Extra Care Services as we continue developing strategy and processes in relation to the priority register, customer assistance fund, Social Tariffs and implementing the vulnerability strategy ensuring early identification and engagement with vulnerable customers.

What makes our roles unique?

You will gain vital knowledge in an area of the business that is critical in ensuring the delivery of excellent customer service while helping our most vulnerable customers and those with affordability problems.  We are a department who are responsible for a great number of processes and we need to ensure we work seamlessly with each other to make it all happens smoothly. Knowing each other’s roles is important and helps us work better and so there is often the opportunity to change roles within the team.

We’re looking for you to:

  • To be responsible for assessing and processing Social Tariff and PSR applications along with Customer Assistance Fund support and advice.
  • Dealing with our most vulnerable customers which can result in some sensitive conversations.  This can be rewarding as we are able to help the customer but can also be challenging.
  • To manage a large workload.
  • To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines.
  • To liaise with a wide range of stakeholders throughout the business.
  • To negotiate / escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for your customer.
  • To ensure all Thames Water policies and procedures relating to Affordability and Vulnerability are followed – but, also to think outside of these where necessary to get a solution suitable to the customer and the company.
  • To show a good level of empathy where needed in all telephone and written communication.
  • To control the customer journey, making it a positive one, and being accountable at all points.
  • To have awareness of financial implications linked to customer outcomes.
  • To balance customer satisfaction with cost to the business.
  • To take full ownership of customer issues from start to finish.

What skills are we looking for?

To be successful for any of these roles you need to be up for a challenge! You will need to be reliable, proactive, and flexible. You will need to use some of our  specialist systems which include SAP C4C and web based applications.

You will also have the ability to use MS Office suite specifically Outlook, Word and Excel and draft bespoke letters and be able to represent and uphold Thames values when dealing with difficult and complex situations and customers. You must have sound communication skills, be able to work independently, making good decisions regarding prioritization and be able to identify issues that need to be escalated.

What’s in it for you?

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme.

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we are a Times Top 50 Employer for Women.
 

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