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Customer Service Agent
Job Description & How to Apply Below
Step into our Operations team and become the friendly voice our customers can count on! As a Customer Service Agent, you’ll help support people with their water and wastewater service issues and enquiries!
What you’ll be doing as a Customer Service Agent
You'll be the first point of contact for inbound phone enquiries. You’ll help our customers by asking questions that will identify relevant information to diagnose the problem. You'll be an effective communicator, informing customers of the process as you go along, and will be expected to take concise notes on each case whether it be a water leak or sewer blockage.
The key responsibilities are:
Use your problem-solving skills and friendly approach to actively listen, ask the right questions, and get to the root of each customer issue.
Provide clear guidance so customers feel informed, reassured, and supported throughout every interaction.
Utilise cutting-edge tools like Salesforce and Amazon Web Services to accurately log interactions and understand customer needs.
Coordinate solutions efficiently, whether providing helpful information or arranging engineer visits, ensuring smooth resolution for every customer.
If you’re someone who enjoys tackling challenges, thrives in a fast-paced environment, and making a positive impact with every conversation, this role could be the perfect fit for you. Be part of a team that delivers exceptional service and makes a real difference every day.
Location:
Kemble Court, Reading
Hybrid – 8-hour shift between 6am – 10pm Monday to Friday. Working 1 full weekend in 3 (Saturday and Sunday - 36 hours a week). This includes any bank holidays that fall on your normal working day.
To set you up for success, we provide eight weeks of on-site training and a complete development program to support you in delivering outstanding service to our customers.
Start date:
2nd March 2026
What you should bring to the role:
To thrive in this role, the essential criteria you’ll need are
A genuine passion for delivering exceptional customer experiences.
Outstanding telephone etiquette, paired with strong verbal and written communication skills to connect with customers effectively.
Energetic team player who thrives on collaboration.
Eagerness to learn, grow, and take on new challenges.
Strong IT proficiency, active listening, and creative problem-solving abilities.
Ability to perform confidently in a fast-paced, 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)
Generous Pension Scheme through AON.
Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
Performance-related pay plan directly linked to company performance measures and targets.
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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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…
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