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For Companies At a Glance
- Tasks: Provide exceptional customer service and solve problems for our valued customers.
- Company: Join the UK's largest water and wastewater company, making a real difference.
- Benefits: Starting salary of £25,694, increasing with performance, plus generous holiday and benefits.
- Why this job: Be the trusted voice for customers and help them with important water service issues.
- Qualifications: Passion for helping others, strong communication skills, and a can-do attitude.
- Other info: Flexible working arrangements and opportunities for career growth in a diverse environment.
The predicted salary is between 25694 - 27694 £ per year.
Overview
Ready to Make an Impact? Join Us as a Customer Service Agent!
Step into our Operations team and become the friendly voice our customers can count on! As a Customer Service Agent, you’ll help support people with their water and wastewater service issues and enquiries.
Responsibilities
- Use your problem-solving skills and friendly approach to actively listen, ask the right questions, and get to the root of each customer issue.
- Provide clear guidance so customers feel informed, reassured, and supported throughout every interaction.
- Utilise cutting-edge tools like Salesforce and Amazon Web Services to accurately log interactions and understand customer needs.
- Coordinate solutions efficiently, whether providing helpful information or arranging engineer visits, ensuring smooth resolution for every customer.
If you’re someone who enjoys tackling challenges, thrives in a fast-paced environment, and making a positive impact with every conversation, this role could be the perfect fit for you. Be part of a team that delivers exceptional service and makes a real difference every day.
Location and Schedule
Location: Kemble Court, Reading
Hybrid – 8-hour shift between 6am – 10pm Monday to Friday. Working 1 full weekend in 3 (Saturday and Sunday – 36 hours a week). This includes any bank holidays that fall on your normal working day.
Training and Start Date
To set you up for success, we provide eight weeks of on-site training and a complete development program to support you in delivering outstanding service to our customers.
Start date: 13th April 2026
What you should bring to the role
Essential criteria you’ll need are:
- A genuine passion for delivering exceptional customer experiences.
- Outstanding telephone etiquette, paired with strong verbal and written communication skills to connect with customers effectively.
- Energetic team player who thrives on collaboration.
- Eagerness to learn, grow, and take on new challenges.
- Strong IT proficiency, active listening, and creative problem-solving abilities.
- Ability to perform confidently in a fast-paced, high-pressure environment.
What’s in it for you?
- Salary starting from £25,694 with potential to increase to £26,694 after 6 months and £27,694 after 18 months.
- 24 days of holiday per year increasing to 28 with length of service (plus bank holidays).
- Generous Pension Scheme through AON.
- Benefits to support health, wellbeing, and 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 (Please note different T&Cs apply if on secondment).
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.
Equality, Diversity and Inclusion
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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Customer Service Agent employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Get to know the company inside out! Research Thames Water's values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your phone skills! Since you'll be a Customer Service Agent, it’s crucial to sound friendly and professional. Try role-playing with a friend to get comfortable with handling different customer scenarios.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a tough situation into a positive outcome. This will help you stand out during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest opportunities there, so keep checking back!
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Show Your Passion: When writing your application, let your genuine passion for helping customers shine through. We want to see that you care about making a difference and are excited about the role!
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the responsibilities listed in the job description. We love seeing candidates who take the time to connect their background to what we do.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your key points stand out. This will help us understand your qualifications quickly!
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 ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Thames Water
✨Know Your Stuff
Before the interview, make sure you understand the company and its services. Familiarise yourself with Thames Water's mission and values, as well as common customer service scenarios related to water and wastewater issues. This will help you demonstrate your genuine passion for helping customers.
✨Practice Active Listening
During the interview, show that you can listen actively. When asked questions, take a moment to think before responding. This not only shows your problem-solving mindset but also reflects your ability to engage with customers effectively. Remember, it's all about making them feel heard and supported.
✨Showcase Your Communication Skills
Since strong communication is key for a Customer Service Agent, practice articulating your thoughts clearly and confidently. You might want to prepare examples of how you've successfully resolved customer issues in the past. This will highlight your professional phone manner and ability to provide clear guidance.
✨Embrace the Fast-Paced Environment
Thames Water thrives on a high-energy atmosphere, so be ready to discuss how you handle pressure. Share experiences where you've tackled challenges or adapted quickly to changes. This will demonstrate your resilience and eagerness to learn and grow within the role.