Customer

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Our service is essential, but we also want it to be exceptional. As part of a team that looks after our customers, you’ll be using the latest technology to help them in their time of need, whether that’s paying a bill, getting a new connection when they move house or learning how much water they use so they can make informed decisions to save water and money. We’re looking for people who thrive on a challenge and love interacting with people to deliver exceptional customer service. It’s a fantastic opportunity to make a difference and work with like-minded people who have customers at the heart of everything they do.

 

Environments we operate in

Customer services

Working in our Contact Centre in Swindon, you’ll be on the ‘front line’, helping us put our 15 million customers at the heart of everything we do and ensuring we’re delivering a reliable and high-quality service. It’s a busy and thriving environment where no two days are the same, and colleagues talk of great camaraderie and lots of support. While no previous customer care experience is necessary, due to our comprehensive training, we do look for the right attitude, behaviours and values – you need to be motivated to want to help people and love the reward this brings.

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Young child drinking water from a glass

Why it’s important

The teams that look after our customers play a crucial frontline role in helping our customers, communities and environment thrive. With the ongoing rise in population and ever-changing environmental weather conditions, it’s more important than ever that we help our customers become more mindful of their household usage and wastage. The smart meters we’re installing will make a huge difference with this, as well as enabling us to identify leaks more quickly and accurately so we can reduce waste and disruption to our customers and communities.

Our dedicated teams provide an exceptional experience to every one of our 15 million customers, working closely with them to resolve any issues and support those who are struggling to pay their bills. We fully recognise the impact of the cost-of-living crisis, and this team is critical in providing our most vulnerable customers with tailored support, putting them and all our customers at the heart of everything we do.

Latest Customer roles

Customer Service Agent

Hybrid - Kemble Court - RG2 6AD

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WOC WASC Supplier Manager

Hybrid - Walnut Court - SN2 8BN

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Customer Incident Agent

Reading - Kemble Court - RG2 6AD

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Complaints Advisor

Hybrid - Kemble Court - RG2 6AD, Hybrid - Walnut Court - SN2 8BN

Apply
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It's about you

Hear from Simon, Chris and Rosie in our Customer Services team.

Simon looks back to the day he arrived at Thames Water, and remembers thinking how clear it was that everyone cared about him and his interests, not just what the company needed. He loves the fact that everyone is celebrated for being themselves at Thames Water.

Chris talks about recognising that work isn’t the be-all and end-all for people and how we’re big advocates for everyone at Thames Water to have a proper work-life balance.

Meanwhile, Rosie talks about how valued and supported she feels working here.

 

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Call center colleagues working together a customer agent smiles while speaking to customer on the phone
Video capture of a Thames Water colleague being interviewed Play video icon a training delegate asks a question during a training session

What it's like to work here

What’s it like to work in Customer Services at Thames Water?

Find out from Charlotte, Rosie, Chris and Lucy.

Between them they share what the atmosphere is like in Customer Services – a fun and supportive environment, full of ‘family vibes’ where people have made lifelong friends. Days can be busy but, as Lucy says, the camaraderie and friendly atmosphere means that ‘we’re all in it together’ and everyone gets the support they need.

 

a customer agent smiles while speaking to a customer on the phone
a customer agent speaks to a customer on the phone a training delegate asks a question during a training session

Our benefits

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Health MOT

From annual health MOTs to physiotherapy and counselling, we’ll help you take care of you and your family’s health and wellbeing.

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Financial benefits

Take advantage of our wealth of financial benefits, from discounts and shopping vouchers to generous pension contributions and life assurance.

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Loyalty rewards

We reward loyalty and going ‘above and beyond’, through loyalty and instant awards schemes.

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Support package

Expect an impressive package of support to help you fulfil your potential and enjoy a successful and sustainable career.

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Flexible hours

You can work flexibly in lots of ways: changing your days or hours, compressed hours, job shares, changing location and flexible retirement.