About the Company
Thames Water is the UK’s largest water and wastewater services company, serving 15 million customers across London and the Thames Valley. We are dedicated to providing essential services reliably and sustainably, investing in our infrastructure, and protecting the environment. Join our team and contribute to a vital public service.
Job Description
We are seeking a dedicated and empathetic Customer Service Representative to join our Water Department team in Sutton. This role is crucial for ensuring our customers receive excellent support and accurate information regarding their water and wastewater services. You will be the first point of contact for inquiries, resolving issues, and providing guidance on a range of topics, contributing directly to the satisfaction and trust of our community.
Key Responsibilities
- Handle inbound and outbound customer calls, emails, and online chats efficiently and professionally.
- Address customer inquiries, resolve complaints, and provide information regarding billing, service interruptions, water quality, and supply issues.
- Accurately record customer interactions and details into the CRM system.
- Collaborate with technical and field teams to escalate complex issues and ensure timely resolution.
- Educate customers on water conservation, payment options, and service policies.
- Maintain up-to-date knowledge of company services, policies, and regulatory requirements.
- Contribute to a positive team environment and strive for continuous improvement in customer service delivery.
Required Skills
- Proven experience in a customer service role, preferably in a call centre or public-facing environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM systems and standard office software (e.g., Microsoft Office Suite).
- Ability to work effectively under pressure and manage multiple priorities.
- A compassionate and patient approach to customer interactions.
Preferred Qualifications
- Experience working within a utility company or local authority setting.
- Knowledge of water utility services and regulations.
- Fluency in additional languages relevant to the local community.
Perks & Benefits
- Competitive annual leave allowance.
- Generous pension scheme.
- Employee assistance programme for health and wellbeing.
- Opportunities for professional development and career growth.
- Discounted public transport options.
- On-site parking available.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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