We have an exciting opportunity for a Customer Service Advisor in the CGS Payments Team.
About the role
As the CGS Advisor you will be primarily processing payments for customers within strict timeframes, working with data providers across the company and handling written and telephone queries. Accurate data entry feeds into performance reports that are auditable.
Base Locations: Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court, SN2 8BN. Working Pattern: 36 hours per week.
Responsibilities
* Process customer payments in line with regulatory obligations and the Customer Guarantee Scheme.
* Respond to customer queries while on the telephone.
* Write both standard and tailored letters to customers to explain entitlement to payment or answer questions about payments.
* Investigate and analyse requests for CGS payments submitted for consideration by other areas of the business and the public.
* Investigate compliance failures highlighted to the CGS Payments Team and complete all necessary amendments whilst maintaining an auditable trail.
* Highlight drivers of CGS payments to the management team to ensure closed‑loop feedback is given to business groups, thus improving the customer experience.
* Enter accurate data within corporate systems and tracking spreadsheets.
* Assist in weekly, monthly and annual data reconciliation.
Qualifications
* High level of computer literacy and comfort with a variety of different systems.
* Good working knowledge of Excel, including VLookup and basic formulas.
* Strong verbal and written communication skills.
* High levels of accuracy and numeracy – data entry provides valuable performance information to internal and external parties.
* Experience in accounting or reconciliation is advantageous, although not essential.
* Ability to use initiative, be organized and work efficiently.
* Comfortable dealing with staff of all levels and ability to constructively challenge or influence people and processes.
* Positive demeanor and good team player – essential for a small team.
Benefits
* Annual salary of £24,800.
* 24 days holiday per year, increasing to 28 with length of service (plus bank holidays).
* Generous Pension Scheme through AON.
* Performance‑related pay plan directly linked to company performance measures and targets.
* Benefits for health and wellbeing – annual health MOTs, physiotherapy and counselling, Cycle to Work, shopping vouchers, life assurance.
About Thames Water
We’re the UK’s largest water and wastewater company, serving over 16 million customers daily. We are committed to building a better future for customers, communities, people and the planet. We offer meaningful career opportunities, flexible working arrangements and excellent benefits.
Equal Opportunity
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.
Disclaimer: Due to the high volume of applications we receive, 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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