Customer Service Representative

Job title Customer Service Representative Ref 42391 Division Retail Location Swindon - Walnut Court - SN2 8BN Contract type Permanent Full/Part-time Full-time Hours 36 hours a week - including 1 in 4 Saturdays Salary We are offering a starting salary of £24,800 per annum Job grade A Closing date 06/06/2026

Kickstart Your Career in Customer Service - Join us at Thames Water!

Are you a people-person with a passion for helping others? Do you thrive in a buzzing, team-driven environment? If you're ready to start your journey in customer service, we've got the role for you!

What you'll be doing as a Customer Service Representative

As a Customer Service Representative, you'll be the friendly voice on the other end of the line - the first person our customers speak to when they need help. Whether it's explaining a water bill, resolving an issue, or finding the perfect tariff, you'll deliver top-tier service with empathy and a smile. Every day will be different - and every call, an opportunity to make a real difference.

No Experience? No Problem!

We believe in potential, not perfection. From day one, we'll give you the training, guidance, and tools you need to shine. If you're eager to learn, we're ready to invest in you.

Community focus:

We're proud to serve our communities - that's why we ask that you live within the Thames Water region. (Hint: if your water bill comes from us, you're in!)

Fair opportunities

We're big believers in growth from within. With dedicated coaching, training, and development, we'll help you build the career you want.

Rotational shifts:

The hours of work are 36 hours a week, following a shift pattern that varies from month to month between 8 am - 8 pm & 1 in every 4 Saturdays.

Team collaboration

Working in a supportive and collaborative environment where teamwork is key. Share ideas, solve problems, and celebrate successes as a team.

Our Customer Service department is 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.

What should you bring to the role?

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

• Exceptional service: Deliver outstanding customer experiences.
• Clear communication: Engage effectively and possess a great phone manner.
• Active listening: Truly hear and appreciate what our customers need.
• Problem solving: Find the right solution for our customers.
• Resilience: You handle challenges with confidence and care.
• Positive passion: Bring a positive attitude and a genuine love for helping others.
• Technical proficiency: Navigate systems, databases, and communication tools efficiently.
• Team spirit: You work well with others and bring people together to achieve goals.

What's in it for you?

Join a team where customers are at the heart of everything we do. We offer comprehensive training to ensure you succeed in your new role.

• Competitive salary starting at £24,800 per annum
• 24 days holiday per year, increasing to 28 days with the length of service
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lives: annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

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.

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.