Specialist Agent
42638
£26,000 - £39,000 Per Annum
Full Time
Permanent
Reading, Berkshire
Engineering And Technical
Posted 2 hours ago
Expires In 29 Days
Job Description
Please note, this is a 6-month fixed-term contract.
What you’ll be doing as a Specialist Agent
- Acting as a key point of contact for escalated calls, ensuring excellent customer service and first-time resolution.
- Supporting colleagues by sharing knowledge, providing feedback, and coaching to drive team performance.
- Collaborating with team managers and stakeholders to improve processes and customer outcomes.
- Handling calls when needed, including during high-priority incidents.
- Promoting Thames Water’s values and leading by example.
Working Hours: Shifts covering 6 am – 10 pm, includes 1 in every 3 full weekends.
What you should bring to the role
- Strong knowledge of contact centre systems and processes.
- Excellent communication skills – listening, verbal, and written.
- Ability to solve problems and spot trends in data and behaviours.
- Confidence in coaching and providing constructive feedback.
- Attention to detail and a proactive, team-focused approach.
- 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
- Performance-related pay plan up to 10% of salary.
- 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.
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.
Related Jobs
Pertemps | Thames Water
£34,320 - £51,480 Per Annum
Full Time, Permanent
Slough, Berkshire
Ref 42322
Posted 6 days ago
Pertemps | Thames Water
£29,535 - £44,300 Per Annum
Full Time, Permanent
Essex, Essex
Ref 42105
Posted 6 days ago
Pertemps
£40,000 - £50,000 Per Annum
Full Time, Permanent
Wednesbury, West Midlands
Ref 046108461
Posted 11 days ago
Or copy link