Customer Support Technician (Wastewater)

at  Thames Water Utilites

We are looking to recruit two Customer Support Technicians (Wastewater) with a background in water/wastewater and an understanding of pollution to help us provide outstanding service to our customers while safeguarding our communities and environment.

WHAT YOU’LL BE DOING AS A CUSTOMER SUPPORT TECHNICIAN (WASTEWATER)

• Manage complex customer inquiries that require in-depth triage processes, focusing exclusively on wastewater-related issues.
• Support contact center agents with specific wastewater journeys to deliver first-class customer resolutions using phone calls and video capabilities.
• Handle day-to-day inbound customer inquiries, including issues such as pollutions and internal/external flooding.
• Use various communication channels to accurately assess customer problems, determine necessary follow-up actions, arrange site visits, or offer self-help solutions.
• Contribute valuable insights to improve our customer service processes and drive continuous improvement.
  Working hours will be Monday to Friday, from 8 AM to 4 PM or from 9 AM to 5 PM
  Starting in 2025, there may be a requirement to work weekends. We are looking for candidates open to this possibility. Weekend work will either be incorporated into an updated contract or paid as overtime, with a decision made closer to the end of the year.
  This is a hybrid role. For the first three weeks you will need to work full-time from the office. After that, you will work a minimum of one day a week in the office, with the rest of the time working remotely.
  Base location: 550 South Oak Way, Reading Berkshire, RG2 6AD

WHAT YOU SHOULD BRING TO THE ROLE

• Technical Experience: experience in water/wastewater and an understanding of pollution
• Ability to explain technical issues to customers in simple, non-technical language.
• Comfort interacting with customers, colleagues, and teams across the business, including Operational Service Centre Customer Agents, network engineers, and Lanes colleagues.
• Basic knowledge of Excel, PowerPoint, Word, and MS Teams. Experience with the Salesforce WFM platform is beneficial but not essential (training provided).

In this role you will be playing a key role in our business turnaround strategy, as well as providing essential services that protect our communities and ensure exceptional customer care. You’ll be part of a dynamic and supportive team environment with plenty of opportunities for growth and development.

• Salary from £26,000 to £35,000 per annum depending on skills and experience
• Annual Leave - 24 days holiday per year increasing to 28 with the length of service (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbein