Customer Service Agent

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.

Rotational 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.

Team collaboration: Working in a supportive and collaborative environment where teamwork is key. Share ideas, solve problems, and celebrate successes as a team.

Location: Newbridge Square, Swindon.

Start dates: 9th November and 16th November 2026.

What should you bring to the role?

To thrive in this role, the essential criteria you'll need are:

1. Exceptional service: Deliver outstanding customer experiences.
2. Clear communication: Engage effectively and possess a great phone manner.
3. Active listening: Truly hear and appreciate what our customers need.
4. Problem solving: Find the right solution for our customers.
5. Resilience: You handle challenges with confidence and care.
6. Positive passion: Bring a positive attitude and a genuine love for helping others.
7. Technical proficiency: Navigate systems, databases, and communication tools efficiently.
8. 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!

What to expect from the recruitment process

We like to keep things simple and transparent, so you'll always know what to expect. If you're successful at each stage, we'll invite you to move on to the next step.

Step 1: Apply Online & Complete an Assessment

Submit your application online and complete our short online assessment.

If you meet the initial criteria, you'll receive an assessment link from Tazio via your registered email address. Please keep an eye on your inbox and check your junk or spam folder if you haven't received it within 24 hours.

Step 2: Teams Video Interview

Successful candidates will be invited to a Microsoft Teams video interview.

This is your chance to tell us more about yourself, your experience, what you've learned about Thames Water, and how your skills could help you succeed as a Customer Service Representative.

Step 3: Face-to-Face Assessment Day

Candidates who are successful at interview will be invited to attend a face-to-face assessment day at our Swindon office.

During the day, you'll have the opportunity to:

1. Meet members of the team
2. Take part in a competency-based interview
3. Complete a role-play exercise
4. Participate in a group exercise

It's also a great opportunity to learn more about Thames Water, experience our culture firsthand, and see what it's like to be part of Team Thames.

What’s in it for you

Competitive salary starting at £25,246 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 benefits and perks (Please note different T&Cs apply if on secondment).