Job Description

Kickstart Your Career in Customer Service - Join us at Thames Water!
Are you a people-person with a passion for helping others? Do you thrive in a buzzing, team-driven environment? If you're ready to start your journey in customer service, we've got the role for you!
What you'll be doing as a Customer Service Representative
As a Customer Service Representative, you'll be the friendly voice on the other end of the line - the first person our customers speak to when they need help. Whether it's explaining a water bill, resolving an issue, or finding the perfect tariff, you'll deliver top-tier service with empathy and a smile. Every day will be different - and every call, an opportunity to make a real difference.
No Experience? No Problem!
We believe in potential, not perfection. From day one, we'll give you the training, guidance, and tools you need to shine. If you're eager to learn, we're ready to invest in you.
Why join us?
Community focus: We're proud to serve our communities - that's why we ask that you live within the Thames Water region. (Hint: if your water bill comes from us, you're in!)
Fair opportunities: We're big believers in growth from within. With dedicated coaching, training, and development, we'll help you build the career you want.
Flexible shifts: The hours of work are 36 hours a week, following a shift pattern that varies from month to month between 8 am - 8 pm & 1 in every 4 Saturdays. One of our friendly team members will discuss available shifts with you.
Team collaboration: Working in a supportive and collaborative environment where teamwork is key. Share ideas, solve problems, and celebrate successes as a team.
The start date for the role is 13th October 2025.
Our Customer Service department is currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026.
What should you bring to the role?
To thrive in this role, the essential criteria you'll need are:

• Exceptional service: Deliver outstanding customer experiences
• Clear communication: Engage effectively and possess a great phone manner
• Active listening: Truly hear and appreciate what our customers need
• Problem solving: Find the right solution for our customers
• Resilience: You handle challenges with confidence and care
• Positive passion: Bring a positive attitude and a genuine love for helping others
• Technical proficiency: Navigate systems, databases, and communication tools efficiently
• Team spirit: You work well with others and bring people together to achieve goals

What's in it for you?
Join a team where customers are at the heart of everything we do. We offer comprehensive training to ensure you succeed in your new role.
Ready to make a difference? Apply now!
Submit your application and start your journey with Thames Water today. We can't wait to welcome you to the team!

• Competitive salary starting at 24,800 per annum
• 24 days holiday per year, increasing to 28 days with the length of service
• Performance-related pay plan directly linked to both company and individual performance measures and targets
• 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

Find out more about our
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
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. 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 . If you need any adjustments, whether that's extra time, accessible formats, or anything else, just let us know. We're here to .
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.

Skills Required