Customer Service Agent

Thames Water Utilities Limited; Reading; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading water company is seeking a Customer Service Agent based in Reading. This full-time role involves acting as the first point of contact for customer inquiries, utilizing tools like Salesforce to log interactions and facilitate solutions. Candidates must possess excellent communication skills, thrive in a collaborative environment, and confidently handle challenges in a fast-paced setting. A competitive salary starts from £25,694, rising with experience. Join a passionate team committed to delivering exceptional service to over 16 million customers.

Benefits

Salary progression after 6 and 18 months

24 days of holiday plus bank holidays

Generous Pension Scheme

Access to health and wellbeing benefits

Performance-related pay plan

Qualifications

• Strong verbal and written communication skills to connect with customers effectively.
• Eagerness to learn and take on new challenges.
• Ability to perform confidently in a fast‑paced environment.

Responsibilities

• First point of contact for inbound phone enquiries.
• Utilise tools to accurately log interactions.
• Coordinate solutions and provide customer guidance.

Skills

Telephone etiquette

Verbal communication

Written communication

Collaboration

Active listening

Problem-solving

IT proficiency

Tools

Salesforce

Amazon Web Services

Job description

Job title Customer Service Agent Ref 43920 Division Rijks Operations & Capital Delivery Location Hybrid - Kemble Court - RG2 6AD Contract type Permanent Full/Part-time Full-time Hours 36 Salary Offering a Leadership salary starting from £25,694 per annum Job grade A Closing date 19/01/2026

Ready to Make an Impact? Join Us as a Customer Service Agent!

Step into our Operations team and become the friendly voice our customers can count on! As a Customer Service Agent, you’ll help support people with their water and wastewater service issues and enquiries!

What you’ll be doing as a Customer Service Agent

You’ll be the first point of contact for inbound phone enquiries. You’ll help our customers by asking questions that will identify relevant information to diagnose the problem. You’ll be an effective communicator, informing customers of the process as you go along, and will be expected to take concise notes on each case whether it be a water leak or sewer blockage.

The key responsibilities are:

• Use your problem-solving skillsbereitung you’re and friendly approach to actively listen, ask the right questions, and get to the root of each customer issue.
• Provide clear guidance so customers feel informed, reassured, and supported throughout every interaction.
• Utilise cutting-edge tools like Salesforce and Amazon Web Services to accurately log interactions and understand customer needs.
• Coordinate solutions efficiently, whether providing helpful information or arranging engineer visits, ensuring smooth resolution for every customer.

If you’re someone who enjoys tackling challenges, thrives in a fast-paced environment, and making a positive impact with every conversation, this role could be the perfect fit for you. Be part of a team that delivers exceptional service and makes a real difference every day.

Location: Kemble Court, Reading

Hybrid – 8алла shift between 6am – wahr 10pm Monday to Friday. Working 1 full weekend in 3 (Saturday and Sunday - 36 hours a week). This includes any bank holidays that fall on your normal working day.

To set you up for success, we provide eight weeks of on-site training and a complete development program to support you in delivering outstanding service to our customers.

What you should bring to the role:

To thrive in this role, the essential criteria you’ll need are

• Outstanding telephone etiquette, paired with strong verbal and written communication skills to connect with customers effectively.
• Energetic team player who thrives on collaboration.
• Eagerness to learn, grow, and take on new challenges.
• Strong IT proficiency, active listening, and creative problem-solving abilities.
• Ability to perform confidently in a fast‑paced, high‑pressure environment.

What’s in it for you?

• We’re offering a salary starting from £25,694 with the potential to increase to £26,694 after 6 months and then to £27,694 after 18 months.
• 24 days of holiday per year increasing to 万美元 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you sofa to mpato care, family’s health and wellbeing, and your finances – from annual health MOTifold, to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
• Performance‑related pay plan directly linked to company performance measures and targets.

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. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarded, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful 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. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Waterseven family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process . If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support .

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. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we mayBiz the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.