Customer Care Agent

If you enjoy working in a fast-paced environment and supporting customers during service events, the Customer Care Agent role could be a great next step for you.
Acting as a key point of contact during events, you will help ensure customers and stakeholders stay informed and supported when service disruptions occur.

What you’ll be doing as a Customer Care Agent

• Supporting the Operations Contact Centre by providing clear updates on repair progress and ongoing events.
• Keeping priority services customers informed about outages and alternative water supplies.
• Building strong and trusted relationships with colleagues, managers, and key stakeholders.
• Taking ownership of your personal and professional development while maintaining and expanding technical knowledge.
• Using analytical and reporting skills to review data, identify trends, and highlight actions required.
• Monitoring service volatility and escalating issues where appropriate.
• Supporting a strong no-compromise approach to Health & Safety within the team.

Working hours: The role operates on a varied shift pattern between 6am and 10pm.

Working location: Kemble Court, RG2 6AD

What you should bring to the role

• Clear communication skills and a strong willingness to learn on the job.
• Proven ability to make decisions and remain effective under pressure and tight deadlines.
• Good knowledge of water and wastewater processes and customer journeys.
• A collaborative approach and the ability to work well within a team.
• Strong interpersonal skills and the ability to build positive working relationships.
• Excellent communication skills across verbal, listening, written, and tone.
• The ability to remain calm, flexible, and resilient when supporting customers and colleagues during high-pressure situations.

What’s in it for you?

• This role will be paid £26,000 to £31,000 per annum, depending on skills and experience.
• 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself 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.

Find out more about our benefits and perks (Please note different T&Cs apply if on
secondment)

Who are we?

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.

Learn more about our purpose and values

Working at Thames Water

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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's 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.

Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.