Contact Centre Support Analyst

The Contact Centre Support Analyst is to ensure all work activities carried out on the Contact Centre Platform, as well as back-office Telephony IPT, and other Telephony/telecom systems are in line with existing procedures and meet current standards.

Working within the Contact Centre Support team, providing cover as and when required, to maintain 24x7 operations. This role will require travel to sites within the region and may include travel to other regions as and when required.

What you’ll be doing as a Contact Centre Support Analyst

• Ensure 24/7 Service availability and recoverability from any scenarios across the Telephony and Contact Centre platforms.
• Participate in call-out rota, providing effective 365/24/7 cover.
• Handle operational transactions pertaining to the Telephony and Contact Centre services, including Incidents, Service Requests, Changes, Problem tickets etc., to ensure effective end-to-end service support.
• Create, update and implement Patching schedules in association with the Thames Digital Security team.
• Report faults to the relevant Service teams and act timely manner on events to prevent service interruption.
• Work with third-party vendors to resolve issues and implement enhancements to deliver to SLA and achieve KPIs, improving customer experience.
• Recognise, mitigate and eradicate risk in the Telephony and Contact Centre domain
• Provide reports as required by Management, for trend analysis and as required by the business areas where it is within the remit of Thames Digital.
• Acting as an escalation point within the team.

Base location – Hybrid – Walnut Court, Swindon SN2 8BN

Working pattern – 36 hours

What you should bring to the role
To thrive in this role, the essential criteria you’ll need are:

• Advanced Technical Troubleshooting Experience.
• Experience with an industry-standard ticketing system.
• Experience of working with outsourced or 3rd party suppliers.
• Communication skills & relationship building.
• Flexible attitude to work with a willingness to learn new skills.
• Extensive experience in supporting/troubleshooting Contact Centre and Telephony Platforms.

Additional skills and experiences would be great to have/bring:

• Working knowledge of cloud infrastructures, particularly Amazon Web Services & Amazon Connect, Amazon Q, Amazon Lamda, etc.
• Experience working with project delivery.
• Experience in a supervisory role.

What’s in it for you?

• Competitive salary from £45,000 to £55,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• 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

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 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'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.

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 recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, 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.