What is the purpose of these roles?
This role is within Financial Customer Care, Customer Experience. Using specialist systems and knowledge, Extra Care Services Specialist Agents are responsible for completing a multitude of complex tasks directly related to customers who may have affordability problems or those who may need additional support by using our Priority Services Register. This is a very exciting time to join Extra Care Services as we continue developing strategy and processes in relation to the priority register, customer assistance fund, Social Tariffs and implementing the vulnerability strategy ensuring early identification and engagement with vulnerable customers.
What makes our roles unique?
You will gain vital knowledge in an area of the business that is critical in ensuring the delivery of excellent customer service while helping our most vulnerable customers and those with affordability problems. We are a department that is responsible for a great number of processes and we need to ensure we work seamlessly with each other to make it all happens smoothly. Knowing each other’s roles is important and helps us work better and so there is often the opportunity to change roles within the team.
What will these roles involve?
Within the Extra Care Services team, there are a variety of processes we carry out. These roles could include;
To be responsible for assessing and processing Social Tariff and PSR applications along with Customer Assistance Fund support and advice.
Dealing with our most vulnerable customers can result in some sensitive conversations. This can be rewarding as we are able to help the customer but can also be challenging.
To manage a large workload.
To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines.
To liaise with a wide range of stakeholders throughout the business.
To negotiate/escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for your customer.
To ensure all Thames Water policies and procedures relating to Affordability and Vulnerability are followed – but, also to think outside of these were necessary to get a solution suitable to the customer and the company.
To show a good level of empathy where needed in all telephone and written communication.
To control the customer journey, making it a positive one, and being accountable at all points.
To have awareness of financial implications linked to customer outcomes.
To balance customer satisfaction with cost to the business.What skills are we looking for?
To be successful in any of these roles you need to be up for a challenge! You will need to be reliable, proactive, and flexible. You will need to use some of our specialist systems which include SAP C4C and web-based applications.
You will also have the ability to use MS Office suite specifically Outlook, Word and Excel and draft bespoke letters and be able to represent and uphold Thames values when dealing with difficult and complex situations and customers. You must have sound communication skills, be able to work independently, making good decisions regarding prioritization and be able to identify issues that need to be escalated.
Excellent customer service – with outstanding telephone communication skills.
The ability to write an effective letter in line with the Thames brand.
Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business, and with the customer themselves.
Strong problem-solving skills – including taking ownership and accountability.
Good understanding of commercial awareness.
Confidence to maintain good relationships with Stakeholders.
The ability to make the correct decision for query resolution.
The resilience to work well under pressure in a target-driven environment.
IT literate – with the ability to pick up new software quickly.
The ability to be flexible and adaptable to changing demands.All these roles report to Team Managers within the Financial Customer Care based at Walnut Court, Swindon. The roles are 36 hours per week, Monday to Friday, between the hours of 9:00 am to 5:00 pm.
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy