Financial Customer Care Agent

Salary: £26,000 – £30,000 per year

Who are we?

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid-19 pandemic. 

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

About the role

This is an exciting time in the Financial Customer Care department, as we grow and develop our function internally. We’re transforming the way our internal collections team operate to get the most value out of the ways we work.

In this role, you’ll support customers through inbound calls to reach fair and consistent outcomes while safeguarding Thames Water from preventable loss. Our customer-first approach means ensuring you fully understand their situation and affordability when organising payments and payment plans.

This is a shift-based role; 36 hours per week between the hours of 8am to 8pm and working 1 in 3 Saturdays from 8am -1pm with a day off in lieu in the week. 

What you’ll be doing:

You’ll receive incoming calls from customers providing a personalised customer experience within a busy contact centre environment. We’ll provide excellent training in order to help you understand customer needs to provide the right outcome for both us and them and develop excellent negotiation skills.

You’ll be working to help customers resolve billing enquires and disputes, giving you the chance to contribute to the success of the department by achieving personal targets and quality measures.

Using the customer feedback and insight you will gain in a proactive and constructive way to drive the continuous improvement of the delivery of customer outcomes.

We’re looking for you to:

Problem solve – have strong problem solving skills and the ability to support customers who are experiencing financial difficulties
Be empathetic – have the ability to empathise and actively listen to our customers
Have excellent communication – be a clear, confident communicator
Be resilient – whilst supporting customers with difficult issues/circumstances
Have a sound basic knowledge of Excel, Outlook and WordWhat’s in it for you?

Our customer service centre is a fun, fast paced environment where no two days are the same. We’re committed to giving you great training and will make sure you’re confident in helping customers.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader. We’re a Times Top 50 Employer for Women and Race at work charter signatory.