Description

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

Our Apprentices at Thames Water play a key role in our success in delivering life’s essential service to our customers. You will work on projects that shape the future of our business whilst developing your skills to build a successful career.

About the Programme

We’re looking for people with a passion for customer service, who want to learn and challenge our thinking as we’re always looking to improve.You’ll complete a level 2 or 3 customer service apprenticeship based on your current level of experience.

We are passionate about providing a first-class service to our customers you will 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 will 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 a sewer blockage.

Customer Service – Operations

Based at our Reading customer centre, you’ll handle customer calls about operational issues relating to water and wastewater supplies. This is a critical frontline role where customers experience their first impression of our customer service team. You’ll help customers by diagnosing operational issues and deciding the next best action.

This is an opportunity to really make a difference. You’ll learn about our organisation, our customers and how you can support improvements with our customer experience. You’ll have support from your dedicated mentor and line manager to complete your apprenticeship.

Customer Service – Revenue

Based at our Swindon contact centre, you’ll be at the heart of helping our customers who contact us about their bills, meters, and service-related enquiries. This could be via phone, email, or web chat. You’ll take ownership of their issue, being curious to fully understand the query and identify the best solution to resolve it first time.

Our customer service centre is a fun, fast paced environment where no two days are the same. You’ll be working with like-minded people who really want to make a difference to our customers.

Although previous experience isn’t essential, you’ll show an enthusiastic and positive approach, while working accurately and flexibly within a busy team.