Job Description

We have an exciting opportunity for a Customer Service Advisor in the CGS Payments Team.



What you will be doing as the CGS Advisor: As a successful candidate, your role will be primarily about processing payments for customers within strict timeframes. You'll be working with data providers from all around the company, including contractors working for Thames Water, daily.



You'll also be expected to handle written and telephone queries from customers who may be entitled to a payment, so strong customer service skills and a desire to resolve problems are necessary. The data that you enter also feeds into monthly and annual performance reports, which are subject to audit, so entering accurate data is important. You'll also help maintain process documents within the team.



Base Locations: Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court - SN2 8BN



Working Pattern: 36 hours per week

What you'll be doing as CGS Advisor

Process customer payments in line with our regulatory obligations and by our Customer Guarantee Scheme. Respond to customer queries while on the telephone. Write both standard and tailored letters to customers to explain entitlement to payment or answer questions about payments. Investigate and analyse requests for CGS payments submitted for consideration by other areas of the business and the public. To investigate compliance failures highlighted to the CGS Payments Team and complete all necessary amendments whilst maintaining an auditable trail. Highlight drivers of CGS payments to the management team to ensure closed-loop feedback is given to business groups, thus improving the customer experience. Enter accurate data within corporate systems and tracking spreadsheets. Assist in weekly, monthly and annual data reconciliation.

What you should bring to the role:

You will have a high level of computer literacy and be comfortable working with a variety of different systems. A good working knowledge of Excel is essential, including the use of basic functions such as VLookup and basic formulas. As this is a customer-facing role, strong verbal and written communication skills are essential. As your data entry provided valuable performance information to both external parties and Senior Management within the company, high levels of accuracy and numeracy are essential. Experience in accounting or reconciliation would be advantageous, although not essential. The ability to use your initiative, be organised and work efficiently is essential. You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team, a positive demeanour and being a good team player are essential qualities.

What's in it for you?

Salary of 24,800 per annum, depending on skills and experience. 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 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.

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 Wate

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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's 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 a 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. We aim 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.