Customer Service Helpdesk


Anonymous 9.35 British Pound . GBP Per hour

2018-08-09 11:12:05

Job location Reading, Oxfordshire, United Kingdom

Job type: fulltime

Job industry: Call Centre / CustomerService

Job description

What is the purpose of this role?

We are the first point of contact for customers looking to make new connections to our clean or waste network or develop near it. We advise customers on their journeys at different stages in the process and ensure customers have no need to call us again for that query.

What makes this role unique?

This is your chance to join a department that directly affects our customers and contributes to providing a fantastic end to end service. You will form part of a lively, mixed team taking inbound calls, making outbound calls and updating customer accounts. This role will require you to learn in depth technical information about providing new Water services and Waste Water services to our customers including pipe materials and water regulations requirements. You will be responsible for advising customers such as architects, planners and everyday home owners, so you will need to adapt your communication style depending on who you are talking to.

What will this role involve?

- Provide excellent customer service.
- Contribute to team success by learning and demonstrating Thames Water values, sharing knowledge and best practice.
- Carry out accurate work complying with company processes and regulatory requirements to agreed performance targets.
- Identify opportunities to change processes to improve the customer journey.

What skills are we looking for?

To be successful in this role you will have excellent customer service and problem solving skills in a customer-facing environment. This is a very fast paced role and we are looking for someone who is a team player with well-developed interpersonal skills. The ideal candidate will have hands on working knowledge of first call resolution, complaints and call centre environment, however this is not a must have. We are looking for quick learners who will either already have working knowledge of CRM and ECC, or be able to pick up fairly quickly.

This role covers 36 hours a week, Monday to Friday, 8:00 am - 5:00 pm on rotating shift pattern

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