Customer Experience Advisor

Who are we?

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.


About the role:

As part of the larger Customer Experience team for Property Searches you will be a recognised customer champion. You will be responsible for inbound and outbound correspondence verbally and written in relation to Property Searches activities.
The aim is to provide an excellent customer experience whilst meeting agreed business performance goals in telephony, online support, credit and debt management, billing operations, and operational investigation.

What you'll be doing:

• Adhere to business fulfilment policies and processes
• Identify issues for escalation to line management, having followed appropriate approaches to resolve the issue first-hand
• Identify opportunities to improve sales, practices and effectiveness
• Promote the Thames Water profile and Property Searches unique selling propositions to customers
• Provide support to colleagues of all skill levels and encourage other team members to achieve both individual and team targets
• Demonstrate a striving for excellence through a positive attitude to targets & coaching and seeking support and feedback
• Follow plans and schedules provided to maximise sales, performance, and provide ideas for improvements

What we're looking for:

• A professional individual with the resilience to deal efficiently and effectively with customer queries and complaints
• Good written and verbal communication in order to deal with our customers both on the telephone and via online methods like email and webchat
• Proactively looking for opportunities to develop and improve processes in order to provide the best service to our customers
• Numerate, analytical and confident at dealing with credit control as an element of this role will also entail debt recovery and debt management

Here's why you should join us!

This is an opportunity that will develop and articulate your professional communication skills. Dealing with solicitors and specialist conveyancing customers you will be in the front-line representing Thames Water Property Searches and ensuring that you deliver exceptional customer service and resolution of customer issues first time around.
Working in a team of Ten advisors you will be fully supported in your development and gaining of in-depth knowledge of property searches nationwide. You will take responsibility for your own work and contribute positively to the continual development of the department.

We're proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a rewarding and diverse place to work. If you join us, you'll enjoy our flexible working arrangements and be supported with progression and development opportunities. We're proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year, increasing with length of service, access to money-saving and benefits schemes, and much more!

You can find our more in our working for us section of our website.