What you will be doing
as the Meters into Accounts Administrator: In this role, you will support the MIA team in managing daily workflows, ensuring customer satisfaction, and protecting company assets. Working across departments and with a wide range of stakeholders to deliver excellent service and contribute to key business objectives.
Key Responsibilities:
1. Support the business in achieving key objectives within a dynamic environment.
2. Keep the customer central to all actions while protecting company assets.
3. Collaborate with internal teams and external stakeholders, including customers, developers, contractors, and Retail.
4. Deliver excellent customer experiences to improve CSAT/DMEX, reduce complaints, and enhance quality.
5. Demonstrate company values through positive behaviours, fostering an inclusive, high-performing culture.
6. Focus on customer needs, statutory deadlines, SLAs, escalations, and complaints.
7. Manage end-to-end delivery of jeopardy jobs and escalations within SLA timeframes.
8. Consult and negotiate with customers and contractors on pricing and service delivery.
9. Respond to technical and service queries in accordance with company policy.
10. Prioritise work to maintain WaterUK compliance and drive satisfaction through innovation.
11. Contribute to team performance and achievement of targets.
What you should bring to the role:
To thrive in this role, the essential criteria you’ll need are:
12. Proficient in using company IT systems and Microsoft Office software.
13. Significant experience in the water industry or a similar field.
14. Proven track record of delivering strong performance and results.
15. Ability to manage high volumes of work in a fast-paced, changing environment.
16. Capable of working independently and collaboratively within a team.
Base Location: Hybrid - Clearwater Court - RG1 8DB
Hours: 36 hours per week
What’s in it for you?
17. Competitive salary of £27,000 and up to £30,000 per annum depending on skills and experience.
18. 24 days of holiday, increasing to 28 days with service.
19. Performance-related pay plan directly linked to company performance measures and targets
20. Generous contributory pension scheme – up to 12% of company contribution.
21. Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
22. Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.