Customer Service Agent

Ready to make a real impact and provide exceptional customer service? Join our Operations team as a Customer Service Agent, where you'll be the trusted voice our customers count on when they call in for support with their water and wastewater service issues or enquiries!

What you’ll be doing as a Customer Service Agent:
Bring your problem-solving mindset and friendly approach to every conversation as you listen actively, ask thoughtful questions, and uncover the root of each issue. With your clear communication and guidance, our customers will feel confident, supported, and well-informed from start to finish.

Using advanced tools like Salesforce and Amazon Web Services, you’ll accurately log each interaction while quickly identifying customer needs. Whether it’s sharing essential information or coordinating a visit from an engineer, you’ll make sure everything runs smoothly and efficiently.

If you thrive in a fast-paced environment, love tackling challenges, and take pride in creating positive experiences with every call, this could be the perfect role for you. Join us and be part of a team that truly makes a difference every day.

Location: Kemble Court, Reading
Hybrid – 8-hour shift between 6 am – 10 pm Monday to Friday. Working 1 full weekend in 3 (36 hours a week). This includes any bank holidays that fall on your normal working day. 
Start date: Monday 1st September 2025

What you should bring to the role:
No experience? No problem. What matters most is your enthusiasm, positive attitude, and commitment to learning and delivering exceptional service. We’re looking for people who bring:

• A genuine passion for helping customers
• A professional phone manner and strong communication skills
• Team spirit and a can-do attitude
• Eagerness to learn and grow
• Strong IT, listening, and problem-solving abilities
• The resilience to thrive in a fast-paced, high-energy environment

What’s in it for you?

• We’re offering a salary starting from £25,694 with the potential to increase to £26,694 after 6 months and then to £27,694 after 18 months
• 24 days of holiday per year increasing to 28 with the length of service (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing
• Personal Medical Assessments – Open to all once a year

Find out more about our benefits and perks

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 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.

Our overarching aim is to ensure that Thames Water is 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.