Extra Care Agent

As an Extra Care Agent at Thames Water, you'll play a vital role in delivering exceptional support to our customers, ensuring their needs are met with empathy, professionalism, and efficiency. You'll be the voice of Thames Water, handling complex queries with care, resolving challenges, and creating positive experiences that reflect our commitment to outstanding customer service. If you're passionate about making a difference and thrive in a dynamic, customer-focused environment, this is the role for you.

What you’ll be doing as an Extra Care Agent

This role is part of our Extra Care Services team, dedicated to supporting customers with specific needs by providing the right assistance at the right time. Whether it’s helping customers find the best payment options for their water bills or ensuring they're registered for appropriate support during a water-related incident, this team is here to make a difference. With the rising cost of living affecting many, the Extra Care team plays a crucial role in delivering personalised, meaningful support to those who need it most.

The key responsibilities are:

• Provide empathetic support to customers experiencing financial or personal challenges by actively listening and understanding their unique circumstances to deliver tailored assistance.
• Maintain regular and meaningful contact with customers, keeping them informed about their queries and ensuring each interaction is positive and constructive.
• Take ownership of customer queries, striving to resolve issues effectively while addressing and resolving complaints with professionalism and care.
• Collaborate with internal and external teams to enhance processes and improve the overall customer experience.

Location: Hybrid - Walnut Court

Working hours: Monday – Friday,  9:15 am – 5 pm

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

• Dependable, proactive, self-motivated, confident, and adaptable, with a strong sense of accountability to see tasks through to completion.
• Proficient in IT, including MS Office, with training provided for the specialised systems we use
• Excellent customer service skills, comfortable engaging with customers over the phone, and skilled in actively listening to their needs.
• Capable of drafting clear and professional customer correspondence.
• Skilled at prioritising tasks effectively and recognising when to escalate issues appropriately.

What’s in it for you?

• Starting salary from £26,995 per annum
• 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
• The performance-related pay plan is 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.

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 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.