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Thames Water is looking for passionate Case Management Advisors to join our fast-paced Case Management Team. Whether you’re resolving complex customer cases end-to-end or working proactively behind the scenes to prevent issues before they happen, this role puts you right at the heart of our customer experience.
Job Responsibility:
Owning and managing customer cases through to resolution
Liaising with other departments to obtain additional details and insight
Making outbound calls and responding to inbound customer enquiries
Communicating clearly with customers via phone, email and letter
Supporting the Revenue and Complaints teams during busy periods
Requirements:
Passionate about delivering great outcomes for customers
Motivated to learn new skills with a positive, can-do attitude
Drive to get things right first time
Curiosity about customer needs and tenacious in finding the right outcome
Strong investigation and problem-solving skills
Proactive, self-motivated and keen to continuously learn and improve
Confident using multiple systems and happy to adapt to new technology
Great attention to detail, following processes accurately and recording clear, concise case notes
Comfortable using Microsoft Office and have basic IT skills
Previous customer service experience
Ability to commit to three months of on-site training
What we offer:
24 days of holiday, increasing to 28 days with service
Generous contributory pension scheme – up to 12% of company contribution
Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources
Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline