Customer

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.

With the rise in population and ever-changing weather conditions, the need for us to modernise everything from our water usage and behaviours to our infrastructure has never been greater. Roles in our Wholesale services team are at the heart of these aims and include analysts and technical coordinators, all the way through to project managers and technicians. We’re looking for people with a strong commercial awareness and mindset and the ability to make logical and well-thought-out decisions.

Roles in our Customer Transformation team are dedicated to delivering an exceptional experience to every one of our 15 million customers. We’re working hard to consistently develop and evolve the customer experience, including bringing our previously outsourced offshore Contact Centre back in house and to Swindon in the UK.

A key part of this team is delivering a ‘digital first’ customer experience. The Customer Transformation function runs our website and are developing other channels like WhatsApp to help our customers even more. They’re also responsible for all our customer communications, whether that’s how our bills are designed to all the information on our website. Key skills for roles in this function include being able to understand business needs and environments, and to identify future trends, opportunities and restraints in any business domain.

Financial Customer Care has a customer-first approach to payments and bills, working hard to understand peoples’ situations and affordability when organising payments and payment plans. There’s a vast range of roles including collection agents, case management advisers, case managers and extra care advisers. They all work closely with customers to resolve issues, supporting those who are struggling to pay their bills and always putting customers at the centre of everything they do.

Our Billing team facilitates the billing, payment and processing of payments from our household customers. They manage all our customer accounts, often dealing with confidential and sensitive data, and are responsible for ensuring all our customer payments are collected and allocated to the right accounts. Our billing and collection agents use specialist systems and technology to resolve issues that may prevent payments, including investigating billing inaccuracies and helping our customers move from an unmeasured tariff to a metered tariff. The people we’re looking to join our Billing team uphold our values, most importantly when dealing with difficult and complex situations while supporting our customers.