Overview
Ready to make a real impact and provide exceptional customer service? Join our Operations team as a Customer Service Agent, the trusted voice our customers count on when they call in for support with water and wastewater service issues or enquiries.
Location: Kemble Court, Reading • Hybrid – 8-hour shifts between 6 am–10 pm, Monday to Friday, and 1 full weekend in 3 (36 hours per week). This includes any bank holidays that fall on your normal working day. Start date: Monday 6th October 2025.
Responsibilities
* Bring a problem-solving mindset and friendly approach to every conversation.
* Listen actively, ask thoughtful questions, and uncover the root of each issue.
* Provide clear communication and guidance to ensure customers feel confident, supported, and well-informed from start to finish.
* Log each interaction accurately using tools such as Salesforce and Amazon Web Services, and quickly identify customer needs.
* Share essential information or coordinate a visit from an engineer to ensure operations run smoothly and efficiently.
* Thrive in a fast-paced environment, tackle challenges, and create positive experiences with every call.
Essential criteria
* A genuine passion for helping customers
* A professional phone manner and strong communication skills
* Team spirit and a can-do attitude
* Eagerness to learn and grow
* Strong IT, listening, and problem-solving abilities
* The resilience to thrive in a fast-paced, high-energy environment
What’s in it for you?
* Salary starting from £25,694 per annum with potential to rise to £26,694 after 6 months and £27,694 after 18 months
* 24 days of holiday per year, increasing to 28 with length of service (plus bank holidays)
* Performance-related pay plan linked to company and individual performance measures
* Generous Pension Scheme through AON
* Benefits including health and wellbeing support, Cycle to Work, shopping vouchers, life assurance, and more
Who are we?
We’re the UK’s largest water and wastewater company, serving more than 16 million customers daily. We work to build a better future for customers, communities, people, and the planet. We’re looking for passionate, skilled people committed to making a difference.
Learn more about our purpose and values.
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 that helps millions of people while protecting water resources, we’ll support you every step of the way.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Learn more about why to choose us.
Diversity and inclusion
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 adjustments, such as extra time or accessible formats, let us know—we’re here to help.
Note
Disclaimer: due to high application volumes, we may close the advert earlier than the stated date, so apply soon to avoid disappointment.
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