Collections Support Agent

Thames Water Utilities Limited; Swindon; On-site; GBP 26,000 - GBP 32,000; Full time

Job summary

A leading water services provider in Swindon is seeking a Collections Support Agent to assist customers through challenging situations. This role involves empathetic communication and problem-solving to help manage customer accounts effectively. The ideal candidate will have strong communication skills, previous experience in customer service, and proficiency in Microsoft Office. This position offers a salary of £26,995 per annum and a hybrid working model with comprehensive training.

Benefits

24 days holiday per year, increasing with service

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Engage with customers in a professional, friendly manner across multiple channels.
• Listen actively and provide patient, supportive assistance to customers.
• Tackle challenges thoughtfully and deliver fair, practical solutions.
• Ensure accuracy in every interaction and maintain clear, comprehensive records.
• Motivated by a genuine desire to help others and achieve positive outcomes.
• Previous experience in customer service or financial discussions is advantageous.
• Confident using Microsoft Office and able to navigate multiple systems.

Responsibilities

• Communicate through phone, email, and written correspondence to provide support.
• Evaluate each customer’s circumstances and recommend tailored options.
• Demonstrate professionalism when discussing challenging topics.
• Work collaboratively with customers to create repayment arrangements.
• Recognise accounts requiring additional attention and refer them appropriately.
• Log all customer interactions to ensure transparency.
• Identify individuals in need of extra assistance and connect them with resources.

Skills

Exceptional communication skills

Empathy and compassion

Strong problem-solving abilities

Excellent attention to detail

Customer-focused mindset

Relevant experience in customer service

IT proficiency

Tools

Microsoft Office

Job description

Job title Collections Support Agent Ref 43127 Division Retail Location Swindon - Walnut Court - SN2 8BN Contract type Permanent Full/Part-time Full-time Hours 36 Salary We are offering a starting salary of £26,995 per annum Job grade A Closing date 21/11/2025

Make a Real Difference as a Collections Support Agent

Do you take pride in delivering outstanding customer service and helping others through challenging situations? Do you thrive in a supportive environment where empathy, problem-solving, and relationship-building truly matter? If so, we’d love to hear from you.

What you’ll be doing as a Collections Support Agent

This isn’t your typical Collections role. It’s an opportunity to create real impact by supporting customers when they need it most, building meaningful connections, and being a trusted, reassuring presence during difficult times.

As a valued member of our friendly and professional team, you'll engage with customers to understand their unique situations, offer reassurance, and collaborate on solutions that support both their needs and the business.

Key Responsibilities

• Engage with customers: Communicate through phone, email, and written correspondence to provide support and address account-related concerns.
• Provide guidance and solutions: Evaluate each customer’s circumstances and recommend tailored options to help them manage their accounts effectively.
• Handle sensitive conversations with care: Demonstrate professionalism, patience, and empathy when discussing challenging or emotional topics.
• Negotiate sustainable payment plans: Work collaboratively with customers to create realistic repayment arrangements that suit their financial situations.
• Identify and elevate complex cases: Recognise accounts requiring additional attention and refer them to the appropriate teams for further assistance.
• Maintain accurate and detailed records: Log all customer interactions to ensure transparency, compliance, and continuity of service.
• Support vulnerable customers: Identify individuals in need of extra assistance and connect them with suitable resources or specialist services.

Location

Hybrid - Currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026

To set you up for success, you’ll receive full on-site training during your probation period, which is a minimum of six months:

• Mandatory training is carried out between 9:00 am – 5:00 pm for four weeks, starting on day 1 in role
• Working hours (post-training): Rotating shift pattern, Monday to Friday, 8:00am – 8:00pm

Essential Criteria

• Exceptional communication skills: Engage with customers in a professional, friendly manner across multiple channels, including phone and email.
• Empathy and compassion: Listen actively, show understanding, and provide patient, supportive assistance to customers.
• Strong problem-solving abilities: Tackle challenges thoughtfully and deliver fair, practical solutions.
• Excellent attention to detail: Ensure accuracy in every interaction and maintain clear, comprehensive records.
• Customer-focused mindset: Motivated by a genuine desire to help others and achieve positive outcomes.
• Relevant experience: Previous experience in customer service, credit control, or roles involving financial discussions is advantageous
• IT proficiency: Confident using Microsoft Office and able to navigate multiple systems with ease.

Benefits

• Competitive salary starting at £26,995 per annum
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to both company and individual performance measures and targets
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance

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, rewarding, 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 Water 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 may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.