Specialist Agent - Reading, Berkshire

We’re looking for a confident, customer-focused Specialist Agent to play a vital role in the success of our Developer Services Helpdesk. You’ll be a trusted expert on the floor—supporting colleagues, handling complex queries, and ensuring customers receive a seamless, high-quality experience while protecting our asset base.

What you’ll be doing as a Specialist Agent:

• This is a hands-on role for someone who enjoys problem-solving, spotting trends, and driving continuous improvement.
• You’ll influence performance through coaching, insight, and collaboration—helping the team work smarter, stay compliant, and deliver consistently excellent service.
• Act as a floorwalker and subject-matter expert, providing real-time technical and process guidance to help agents resolve queries right first time.
• Coach, support, and develop new starters and existing agents, identifying knowledge gaps and improving capability and confidence.
• Analyse trends, errors, CSAT feedback, and performance data to identify root causes and drive continuous improvement.
• Share knowledge through engaging updates, refresher sessions, knowledge bursts, and team huddles to ensure consistent process compliance.
• Handle escalated customer cases and take customer calls during peak demand, delivering excellent customer outcomes.
• Role model best practice, quality standards, and behaviours, consistently exceeding targets for adherence and quality.

This is a Hybrid role based in our Clearwater Court office in Reading, with office days on Tuesdays and Thursdays.

What you should bring to the role:

• Proven experience managing processes, ideally in account onboarding or operational environments.
• Confident communicator who builds strong relationships, influences stakeholders, and negotiates effectively.
• Able to understand complex information and turn it into clear, practical guidance.
• Strong analytical and problem-solving skills, using data to spot trends and drive insight.
• Highly organised, detail-focused, and committed to delivering high-quality, compliant outcomes.
• A proactive change champion with a continuous improvement mindset and passion for improving how things are done.
• Comfortable using Microsoft 365 (Excel, Word, PowerPoint, Outlook) and data or process-mapping tools such as Excel.

What’s in it for you?

• Competitive salary starting from £28,000 depending on skills and experience.
• 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.
• Performance-related pay plan directly linked to company performance measures and targets.

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.

Working at 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.