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- Tasks: Deliver exceptional customer service and resolve queries for clean and waste services.
- Company: Join the UK's largest water and wastewater company, making a real difference.
- Benefits: Competitive salary, generous holiday, pension scheme, and health benefits.
- Other info: Diverse workplace with meaningful career opportunities and support for all applicants.
- Why this job: Be part of a team that impacts millions while enjoying flexible working arrangements.
- Qualifications: Strong communication skills and ability to thrive in a fast-paced environment.
The predicted salary is between 27000 - 37800 £ per year.
Job title Helpdesk Agent Ref 44981 Division Retail Location Hybrid – Clearwater Court – RG1 8DB Contract type Permanent Full/Part-time Full-time Hours 36 Salary Offering a salary starting at £27,000 per annum Job grade A Closing date 29/04/2026
Helpdesk Agent
As the first point of contact for Developer Services, you’ll deliver a brilliant customer experience across both clean and waste journeys. You’ll handle queries promptly and professionally, resolving them first time while keeping customers at the heart of everything we do and ensuring our assets are protected.
What you’ll be doing as a Helpdesk Agent
- Build positive relationships with internal and external customers, responding promptly and professionally to queries and acting as a trusted ambassador for the company.
- Take ownership of customer contact, managing enquiries effectively, escalating specialist requests when needed, and ensuring queries are resolved right first time.
- Support the wider business by providing accurate information, guidance, and technical advice to colleagues and stakeholders.
- Prioritise and organise workloads in a fast-paced environment, meeting statutory deadlines, SLAs, and performance targets while keeping customer needs at the centre.
- Contribute to continuous improvement, making decisions and suggesting innovative solutions to enhance customer satisfaction and the end-to-end journey.
- Adapt and collaborate with your team, flexing to meet changing demands and providing feedback to drive future improvements.
Based in our Clearwater Court office in Reading
This is a Hybrid role with the office days being Tuesday and Thursday
What you should bring to the role
- Previous experience working within a contact centre environment is highly desirable
- Strong customer focus, with excellent verbal and written communication skills and a proven ability to deliver results.
- Organised and adaptable, able to prioritise high volumes of work in a fast-paced, changing environment.
- Collaborative and independent, working effectively as part of a team while also taking ownership of individual responsibilities.
- Industry awareness, with relevant experience and an understanding of the water industry and its processes.
- Technically competent, confident using company IT systems, office software, and retaining knowledge across multiple processes.
- Safety and compliance minded, with a good knowledge of Health & Safety requirements and commitment to best practice.
What’s in it for you?
- Competitive salary of £27,000 per annum
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
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
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Helpdesk Agent employer: Thames Water Utilities Limited
Contact Detail:
Thames Water Utilities Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Thames Water. Understand their values, mission, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer service skills and ability to handle queries effectively, as these are key for the Helpdesk Agent role.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share examples of how you've resolved customer issues in the past. Highlight your ability to think on your feet and adapt to changing situations—this is crucial in a fast-paced environment.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions prepared. This shows your enthusiasm for the role and helps you gauge if the company culture is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Helpdesk Agent
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your customer service skills in your application. We want to see how you’ve gone above and beyond to deliver a brilliant experience for customers, just like we do at StudySmarter.
Be Organised and Adaptable: In your written application, share examples of how you've managed workloads in fast-paced environments. We love candidates who can juggle multiple tasks while keeping customer needs at the forefront.
Demonstrate Team Spirit: We’re all about collaboration here at StudySmarter. Mention any experiences where you’ve worked effectively as part of a team, showing how you can contribute to our positive work culture.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you on the path to joining our amazing team.
How to prepare for a job interview at Thames Water Utilities Limited
✨Know Your Stuff
Familiarise yourself with the water industry and the specific services offered by the company. Understanding their processes will help you answer questions confidently and show that you're genuinely interested in the role.
✨Customer-Centric Mindset
Prepare examples of how you've delivered excellent customer service in the past. Think about situations where you resolved issues quickly and effectively, as this aligns perfectly with the expectations for a Helpdesk Agent.
✨Show Your Organisational Skills
Be ready to discuss how you prioritise tasks in a fast-paced environment. Share specific strategies you use to manage your workload and meet deadlines, as this is crucial for success in this role.
✨Ask Thoughtful Questions
At the end of the interview, ask insightful questions about the team dynamics or the company's approach to continuous improvement. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.