Complex Case Customer Service Advisor

Join Thames Water as a Complex Case Customer Service Advisor on a 10 - 12 month Fixed Term Contract/Secondment and become a key player in delivering exceptional service to our non-household customers. If you’re passionate about customer service and thrive in a fast-paced environment, this is your opportunity to make a meaningful impact.

What you will be doing as our Complex Case Customer Service Advisor:

In this dynamic role, you will handle a variety of operational queries and requests, work on critical projects, ensuring timely and high-quality resolutions. Be the voice of Thames Water, communicating effectively with stakeholders, enhancing non-household customer experience, and driving continuous improvement across our service processes.

Key Accountabilities

• Efficiently actioning requests from retailers and internal stakeholders, ensuring prompt and accurate responses.
• Managing cases to completion within agreed timeframes, while strictly adhering to established processes and quality standards.
• Managing complex and unique cases, collaborating with colleagues to deliver the best possible outcomes for our customers.
• Working on ad-hoc projects from our internal stakeholders to help improve customer data.
• Serving as the main point of contact for stakeholders within your workload, keeping them informed and engaged throughout the resolution process.
• Identifying and driving improvements in service quality, operational efficiency, and customer experience, working closely with your team to implement enhancements.

What you should bring to the role:

• Excellent query resolution and problem-solving skills, with a proactive approach to finding effective solutions.
• Strong customer focus, going the extra mile to deliver outstanding service and taking ownership of each query.
• Exceptional communication skills, including telephony, verbal and listening abilities, as well as accurate spelling and grammar.
• Confidence to think creatively and adaptively, especially when standard processes don’t apply.
• Resilience under pressure, maintaining performance in a fast-paced, target-driven environment.
• IT proficiency, with the ability to quickly learn and navigate new systems and software.
• Flexibility and adaptability, responding effectively to changing demands and evolving processes.

Base Location: Hybrid - Clearwater Court - RG1 8DB.

Hours: 36 hours per week Monday to Friday.

What’s in it for you?

• A starting salary of up to £33,000 depending on skills and experience.
• 24 days of holiday, increasing to 28 days with service.
• Generous contributory pension scheme – up to 12% of company contribution.
• Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
• Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.

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.

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.

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.

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.