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.
- Other info: Flexible working arrangements and opportunities for career growth in a diverse environment.
- 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.
The predicted salary is between 25694 - 27694 £ per year.
Ready to Make a Difference? Join Us as a Customer Service Agent!
Become the voice our customers trust and the support they rely on. As a Customer Service Agent, you'll help customers resolve water and wastewater service enquiries, delivering exceptional service when it matters most and making a real difference every day.
What you’ll be doing as a Customer Service Agent
Be the first point of contact for customers, handling inbound phone enquiries and getting to the root of issues quickly. You'll gather key information, keep customers informed every step of the way, and accurately record details to help resolve everything from water leaks to sewer blockages.
The key responsibilities are:
- Use your problem-solving skills and friendly approach to understand customer needs and resolve issues efficiently.
- Keep customers informed and reassured, providing clear updates and support throughout every interaction.
- Use tools such as Salesforce and Amazon Web Services to accurately record information and deliver the best solutions.
- Arrange resolutions, from providing advice and information to coordinating engineer visits, ensuring a seamless customer experience.
Start date:
Monday 5th October 2026
Location:
Kemble Court, Reading / Newbridge Square, Swindon
Hybrid –
36 hours per week, working 8-hour shifts between 6am and 10pm, Monday to Friday, plus 1 in 3 weekends. Bank holidays are included where they fall on your normal working day
Training –
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.
What you should bring to the role:
- Passionate about delivering great customer service and creating positive experiences.
- Excellent communication skills, with confidence speaking to customers over the phone.
- A collaborative team player who enjoys working with others.
- Eager to learn, develop, and embrace new challenges.
- Strong IT skills, active listening, and a problem-solving mindset.
- Able to stay organised and perform well in a fast-paced environment.
What’s in it for you?
- We’re offering a salary starting from £25,694 per annum.
- 24 days of holiday per year increasing to 28 with length of service.
- Performance-related pay plan directly linked to company performance measures and targets
- 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)
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.
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 your 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.
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Customer Service Agent in Reading employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic work environment where collaboration and technical excellence are at the forefront. As a Systems Engineer, you will benefit from a culture that prioritises employee growth and development, alongside competitive remuneration and the opportunity to make a meaningful impact on essential services for millions. Located in a region that values innovation and sustainability, you'll be part of a team dedicated to ensuring the reliability and resilience of vital water and wastewater systems.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thames Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Agent in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thames Water:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thames Water!
How to prepare for a job interview at Thames Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
