What you’ll be doing
as a Helpdesk Agent
In this role, you’ll turn customer enquiries into opportunities while building knowledge of our processes and services. Working with your team and a range of stakeholders, you’ll deliver excellent customer experiences—improving satisfaction, reducing complaints, and driving quality. You will:
1. Build positive relationships with internal and external customers, responding promptly and professionally to queries and acting as a trusted ambassador for the company.
2. Take ownership of customer contact, managing enquiries effectively, escalating specialist requests when needed, and ensuring queries are resolved right first time.
3. Support the wider business by providing accurate information, guidance, and technical advice to colleagues and stakeholders.
4. Prioritise and organise workloads in a fast-paced environment, meeting statutory deadlines, SLAs, and performance targets while keeping customer needs at the centre.
5. Contribute to continuous improvement, making decisions and suggesting innovative solutions to enhance customer satisfaction and the end-to-end journey.
6. Adapt and collaborate with customers and your team, flexing to meet changing demands and providing feedback to drive future improvements. You will deal with a range of customers with differing levels of technical and process understanding.
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
7. Delivery-Focused, ability to meet defined performance targets in a fast-paced, high-pressure contact centre environment.
8. Strong customer focus, with excellent verbal and written communication skills and a proven ability to deliver results.
9. Organised and adaptable, able to prioritise high volumes of work in a fast-paced, changing environment.
10. Collaborative and independent, working effectively as part of a team while also taking ownership of individual responsibilities.
11. Industry awareness, with relevant experience and an understanding of the water industry and its processes.
12. Technically competent, confident using company IT systems, office software, and retaining knowledge across multiple processes.
13. Safety and compliance minded, with a good knowledge of Health & Safety requirements and commitment to best practice
What’s in it for you?
14. Competitive salary from £27,000 per annum.
15. 24 days holiday per year increasing to 28 with the length of service (plus bank holidays)
16. Generous Pension Scheme through AON.
17. 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.