Revenue Assurance Agent

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:
Our Revenue Assurance is a new team, our purpose is to ensure that customers are charged correctly and fairly, and we recover lost revenue where possible.

As Revenue Assurance Specialist Customer Service Agent your role will be able to help ensure our customers are charged accurately and fairly and reduce the number of empty properties we have.

Your focus will be to support driving the right customer and business outcomes to deliver an excellent customer experience. You will be working in a busy fast-paced environment, managing all forms of contact, you will be responsible for investigating accounts to ensure we place the correct customers into charge, as well as the maintenance of our address and third-party records.

What you'll be doing:

• Completing investigations to ensure our property base is up to date and to prevent properties becoming empty unnecessarily
• Assisting with the successful completion of Annual Billing run and bill checking
• Providing assurance around financial adjustments, adherence to policy and sign off procedures
• Maintenance of customer accounts identify areas of billing errors, payment shortfall, or opportunities to increase revenue and reduce empty properties
• Case management handling customer enquiries outbound dialling and closure of service tickets
• Updating our property and customer records with a view to convert as many empty properties into billable / collectable accounts -Contacting housing associations / Councils for tenant details. Outbound dialling campaigns

What we're looking for:

• Good literacy and numeracy skills and must be prepared to work in a fast-paced and changing environment.
• Knowledge of our billing processes / Tariffs / CIS & SAP will be advantageous but not essential
• Good analytical skills and solution-driven
• High level of attention to detail
• Excellent communications skills
• Great customer service /Case Management Skills
• Previous knowledge of property management is beneficial but not essential

What's in it for you?

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!

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.

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