Overview
Are you passionate about delivering outstanding customer service and helping others succeed? Join our Contact Centre team as a Specialist Agent, where you’ll be the go-to person for complex queries and play a key role in coaching and supporting colleagues. This is a 6-month fixed-term contract.
Responsibilities
* Act as a key point of contact for escalated calls, ensuring excellent customer service and first-time resolution.
* Support colleagues by sharing knowledge, providing feedback, and coaching to drive team performance.
* Collaborate with team managers and stakeholders to improve processes and customer outcomes.
* Handle calls when needed, including during high-priority incidents.
* Promote Thames Water’s values and lead by example.
Location & Hours
Base Location: Kemble Court Reading RG2 6AD (Hybrid – 2 days in the office)
Working Hours: Shifts covering 6 am – 10 pm, includes 1 in every 3 full weekends.
What you should bring to the role
* Strong knowledge of contact centre systems and processes.
* Excellent communication skills – listening, verbal, and written.
* Ability to solve problems and spot trends in data and behaviours.
* Confidence in coaching and providing constructive feedback.
* Attention to detail and a proactive, team-focused approach.
What’s in it for you?
* 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
* Performance-related pay plan up to 10% of salary.
* Generous Pension Scheme through AON.
* Access to benefits for health and wellbeing and financial support, including annual health MOTs, physiotherapy, counselling, Cycle to Work, shopping vouchers, and life assurance.
Who are we?
We’re the UK’s largest water and wastewater company, serving more than 16 million customers. We aim to build a better future for our customers, communities, people, and the planet. We’re looking for passionate and skilled people to help us get there.
Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work where every day you can make a difference. You’ll enjoy meaningful career opportunities, flexible working arrangements, and excellent benefits. If you’re seeking a sustainable and successful career, we’ll support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.
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, please let us know — we’re here to help.
Disclaimer: due to high application volumes 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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