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
In this role, your main responsibility will be to case manage low CSAT customers through their journey until resolution. The key goal is to understand, take ownership and actively reduce the need for customers to contact us, resolving issues and keeping customers updated through proactive case management.
The role involves offering customer further guidance and reassurance the field and operations team are doing everything they can to resolve their issue. This additional support helps get the customer issue resolved quicker and drives better customer satisfaction. Excellent stakeholder engagement skills are therefore vital for this role, communicating with numerous teams across the business and relaying relevant information back to the customer in a timely manner.
We’re looking for you to:
- Have previous customer service experience, understanding of the Clean Water Network would be beneficial
- Have the ability to work under pressure to meet demanding targets
- Be able to work effectively as part of a team as well as have excellent communication skills
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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