Revenue & Billing Associate

Thames Water is seeking a motivated Revenue & Billing Associate to join our Wholesale Market Services (WMS) team. WMS is responsible for developing, implementing, and facilitating Thames Water’s market obligations for non-household customers. We enable the sale of services to all licensed water market companies, managing over £756m in revenue and up to £200m of market compliance risk.

In this role, you will be part of our billing team, managing cases, handling complaints and escalations, supporting wholesale billing, and contributing to revenue and retail customer service targets. This is a unique opportunity to shape and drive key processes, generate revenue insights, and improve business performance.

The ideal candidate will demonstrate exceptional customer service skills and a strong drive to meet the evolving needs of our wholesale customers.

• Effectively and professionally communicate with our retail customers via email and telephone, providing an excellent customer experience to the required internal and external standards.
• Contribute to the team’s success by demonstrating the company values, sharing knowledge with fellow associates, and developing best practices for delivering an outstanding experience to customers.
• Carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.
• Identify opportunities to optimise best practice through minimising operating cost and regulatory/market risk, where appropriate.
• Involve yourself with analytics and investigations as part of the role and your development.

• Excellent interpersonal and communication skills, both verbal and written, and the ability to work effectively as part of a team.
• Strong problem-solving abilities in a customer service or customer-facing environment, including active listening and using an appropriate tone when engaging with customers.
• Proficiency in Microsoft Office applications, particularly Word and Excel; previous customer-facing experience is highly desirable.
• Good financial awareness with foundation to intermediate Excel skills.
• Strong organisational skills with the ability to manage multiple workflows efficiently to meet KPIs.
• Experience with systems such as SAP, Navision, SAP CRM, Salesforce, SharePoint, and CMOS is highly desirable.

Base locations: Hybrid - Clearwater Court - RG1 8DB, Hybrid - Walnut Court - SN2 8BN– This hybrid role is primarily home-based with just two site visits per month to our Clearwater Court office, and occasional additional attendance when business needs require.

Hours: 36 per week

A starting salary of £26,700 per annum. 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.

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.