Helpdesk Agent

As a Helpdesk Agent within Developer Services, you'll be the first point of contact for our customers, supporting them across both clean water and wastewater journeys. Every day is different, with a high volume of calls and queries to manage, so you'll need to stay organised, adaptable and focused on getting it right first time.

What you'll be doing as a Helpdesk Agent

In this role, you'll turn customer enquiries into meaningful outcomes by finding the right solutions while building your knowledge of our services and processes along the way.

Working closely with your team and a wide range of stakeholders, you'll play a key part in creating positive customer experiences and D-MEX performance, boosting satisfaction, reducing complaints and driving quality across everything you do.

- Be the first point of contact for customers across clean water and wastewater services.
- Listen, understand and find the right solution for our customers first time.
- Take ownership of queries from start to finish.
- Use your judgement to make informed decisions.
- Turn customer conversations into opportunities to add value.
- Work collaboratively with teams across the business.

You'll be part of a team based at our Clearwater Court head office in Reading. We work in a hybrid way, coming together in the office on Tuesdays and Thursdays.

Are you passionate about delivering great customer service? Do you enjoy solving problems and thinking on your feet in a fast-paced environment? If so, we'd love to hear from you., A genuine passion for delivering great customer service.
- Strong communication and listening skills.
- Confidence working in a fast-paced, target-driven environment.
- The ability to stay calm under pressure and prioritise effectively.
- Good IT skills and confidence using multiple systems.
- A solutions-focused mindset with the ability to make decisions.

What you can expect

- A supportive and inclusive team environment.
- Variety in your day, working with a wide range of customers and stakeholders.
- The chance to develop your skills and make a real impact on customer experience.

This isn't a technical role - it's about people. If you're someone who enjoys helping others, solving problems and delivering great service every time, you'll thrive here., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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.

Competitive salary of £27,000 per annum.
- Performance-related pay plan directly linked to company performance measures and targets.
- 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of you 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.