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For Companies At a Glance
- Tasks: Deliver outstanding customer service and support colleagues in a dynamic contact centre.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Enjoy 24 days holiday, performance pay, and a generous pension scheme.
- Why this job: Make a real difference to millions while building a sustainable career.
- Qualifications: Strong communication skills and a passion for helping others.
- Other info: Flexible working arrangements and excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Overview
We’re looking for a confident, customer-focused Specialist Agent to play a vital role in the success of our Developer Services Helpdesk. You’ll be a trusted expert on the floor—supporting colleagues, handling complex queries, and ensuring customers receive a seamless, high-quality experience while protecting our asset base.
What you’ll be doing as a Specialist Agent
This is a hands-on role for someone who enjoys problem-solving, spotting trends, and driving continuous improvement. You’ll influence performance through coaching, insight, and collaboration—helping the team work smarter, stay compliant, and deliver consistently excellent service.
- Act as a floorwalker and subject-matter expert, providing real-time technical and process guidance to help agents resolve queries right first time
- Coach, support, and develop new starters and existing agents, identifying knowledge gaps and improving capability and confidence.
- Analyse trends, errors, CSAT feedback, and performance data to identify root causes and drive continuous improvement.
- Share knowledge through engaging updates, refresher sessions, knowledge bursts, and team huddles to ensure consistent process compliance.
- Handle escalated customer cases and take customer calls during peak demand, delivering excellent customer outcomes.
- Role model best practice, quality standards, and behaviours, consistently exceeding targets for adherence and quality.
This is a Hybrid role based in our Clearwater Court office in Reading, with office days on Tuesdays and Thursdays.
What you should bring to the role
- Proven experience managing processes, ideally in account onboarding or operational environments.
- Confident communicator who builds strong relationships, influences stakeholders, and negotiates effectively.
- Able to understand complex information and turn it into clear, practical guidance.
- Strong analytical and problem-solving skills, using data to spot trends and drive insight.
- Highly organised, detail-focused, and committed to delivering high-quality, compliant outcomes.
- A proactive change champion with a continuous improvement mindset and passion for improving how things are done.
- Comfortable using Microsoft 365 (Excel, Word, PowerPoint, Outlook) and data or process-mapping tools such as Excel.
What’s in it for you?
- Competitive salary starting from £28,000 depending on skills and experience.
- 24 days 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 you every step of the way. Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
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Specialist Agent employer: idibu
Contact Detail:
idibu Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Agent
✨Tip Number 1
Get to know the company inside out! Research Thames Water’s values and mission, and think about how your skills align with their goals. This will help you stand out during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Specialist Agent, you'll need to be a pro at listening and responding. Try role-playing common customer scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Don’t shy away from showcasing your coaching abilities! Think of examples where you've helped others improve or resolved complex issues. This will demonstrate your leadership potential and your commitment to team performance.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and ready to take the first step towards joining the Thames Water family. Don’t wait too long, though – we might close applications early!
We think you need these skills to ace Specialist Agent
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about helping others and are excited about the role of Specialist Agent.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills. We’re looking for strong communication skills and problem-solving abilities, so don’t be shy about showcasing those!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate attention to detail, so make sure your application is free from typos and errors. A well-structured application shows us you’re serious about the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at idibu
✨Know Your Stuff
Make sure you brush up on contact centre systems and processes. Familiarise yourself with common queries and resolutions, as well as the values of Thames Water. This will show that you're not just interested in the role but also understand the company’s mission.
✨Show Off Your Communication Skills
During the interview, demonstrate your excellent listening and verbal skills. Practice answering questions clearly and concisely, and don’t forget to ask insightful questions about the role and team dynamics. This will highlight your ability to communicate effectively with both customers and colleagues.
✨Be a Problem Solver
Prepare examples of how you've solved complex issues in the past. Think about times when you spotted trends in data or behaviours and how you used that information to improve outcomes. This will showcase your analytical skills and proactive approach.
✨Emphasise Teamwork and Coaching
Since the role involves supporting and coaching colleagues, be ready to discuss your experience in these areas. Share specific instances where you’ve provided constructive feedback or helped a teammate improve their performance. This will demonstrate your commitment to team success and collaboration.
