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Customer Service Representative
Job Description & How to Apply Below
Kickstart Your Career in Customer Service – Join us at Thames Water!
Are you a people-person with a passion for helping others? Do you thrive in a buzzing, team-driven environment? If you're ready to start your journey in customer service, we’ve got the role for you!
What you’ll be doing as a Customer Service Representative
As a Customer Service Representative, you’ll be the friendly voice on the other end of the line – the first person our customers speak to when they need help. Whether it's explaining a water bill, resolving an issue, or finding the perfect tariff, you’ll deliver top-tier service with empathy and a smile. Every day will be different – and every call, an opportunity to make a real difference.
No Experience? No Problem!
We believe in potential, not perfection. From day one, we’ll give you the training, guidance, and tools you need to shine. If you’re eager to learn, we’re ready to invest in you.
Why join us?
Community focus:
We’re proud to serve our communities – that’s why we ask that you live within the Thames Water region. (Hint: if your water bill comes from us, you’re in!)
Fair opportunities:
We’re big believers in growth from within. With dedicated coaching, training, and development, we’ll help you build the career you want.
Flexible shifts:
The hours of work are 36 hours a week, following a shift pattern that varies from month to month between 8 am - 8 pm & 1 in every 4 Saturdays. One of our friendly team members will discuss available shifts with you.
Team collaboration:
Working in a supportive and collaborative environment where teamwork is key. Share ideas, solve problems, and celebrate successes as a team.
The start date for the role is 13th October 2025.
Our Customer Service department is currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026.
What should you bring to the role?
To thrive in this role, the essential criteria you'll need are:
Exceptional service:
Deliver outstanding customer experiences
Clear communication:
Engage effectively and possess a great phone manner
Active listening:
Truly hear and appreciate what our customers need
Problem solving:
Find the right solution for our customers
Resilience:
You handle challenges with confidence and care
Positive passion:
Bring a positive attitude and a genuine love for helping others
Technical proficiency:
Navigate systems, databases, and communication tools efficiently
Team spirit:
You work well with others and bring people together to achieve goals
What’s in it for you?
Join a team where customers are at the heart of everything we do. We offer comprehensive training to ensure you succeed in your new role.
Ready to make a difference? Apply now!
Submit your application and start your journey with Thames Water today. We can’t wait to welcome you to the team!
Competitive salary starting at £24,800 per annum
24 days holiday per year, increasing to 28 days with the length of service
Performance-related pay plan directly linked to both company and individual performance measures and targets
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
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,…
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