Job title: Customer Incident Agent Ref 40585
Division: Asset Operations & Capital Delivery
Location: Reading - Kemble Court - RG2 6AD
Contract type: Permanent
Full/Part-time: Full-time
Hours: 36 hours per week.
Salary: Competitive salary of up to £33,600 per annum, depending on skills and experience.
Job grade: A
Closing date: 23/04/2025
Are you an organised, motivated team player who can also work independently? This could be the perfect opportunity for you! Join us and enhance your understanding of customer incident processes while making a real difference for our customers.
What you’ll be doing as a Customer Incident Agent
* Working with the Incident Management team to provide first-class customer service.
* Ensuring our Priority customers are fully informed during incidents via our communication channels.
* Liaising with key internal and external stakeholders.
* Handling and resolving inbound customer enquiries relating to operational issues.
* Dealing with a broad range of activities/incidents.
* Putting our customers at the heart of everything you do.
* Co-ordinating Field activities for our teams.
What you should bring to the role
* A strong background in customer service, consistently delivering professional, high-quality service.
* The ability to thrive in a fast-paced and high-pressure environment.
* Flexibility and adaptability to manage changing priorities with ease.
* Excellent interpersonal skills, with a reputation for reliability and commitment.
* A problem-solving mindset and the ability to take ownership of challenges.
* Technical proficiency in MS Office (Excel, Outlook, Word), with familiarity in operational systems such as Salesforce and Amazon Web Services.
This role works on a 16 week shift pattern with rotating shift times of either 06:00 am - 14:45 pm or 13:15 pm - 22:00 pm. There is also a requirement for weekend working on a rotating basis.
What’s in it for you?
* Competitive salary of up to £33,600 per annum, depending on skills and experience.
* 24 days holiday per year increasing to 28 with the length of service (plus bank holidays).
* Generous Pension Scheme through AON.
* Access to benefits to help you take care of your health and wellbeing, and your finances.
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive.
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.
Real purpose, real support, real opportunities. Come and join the Thames Water family.
Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience.
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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