Helpdesk Agent

As the first point of contact for Developer Services, you’ll deliver a brilliant customer experience across both clean and waste services. You’ll handle queries promptly and professionally, resolving them first time while keeping customers at the heart of everything we do and ensuring our assets are protected.

What you’ll be doing as a Helpdesk Agent
In this role, you’ll turn customer enquiries into opportunities while building knowledge of our processes and services. Working with your team and a range of stakeholders, you’ll deliver excellent customer experiences—improving satisfaction, reducing complaints, and driving quality. You will:

• Build positive relationships with internal and external customers, responding promptly and professionally to queries and acting as a trusted ambassador for the company.
• Take ownership of customer contact, managing enquiries effectively, escalating specialist requests when needed, and ensuring queries are resolved right first time.
• Support the wider business by providing accurate information, guidance, and technical advice to colleagues and stakeholders.
• Prioritise and organise workloads in a fast-paced environment, meeting statutory deadlines, SLAs, and performance targets while keeping customer needs at the centre.
• Contribute to continuous improvement, making decisions and suggesting innovative solutions to enhance customer satisfaction and the end-to-end journey.
• Adapt and collaborate with customers and your team, flexing to meet changing demands and providing feedback to drive future improvements. You will deal with a range of customers with differing levels of technical and process understanding.

Based in our Clearwater Court office in Reading.

This is a Hybrid role with the office days being Tuesday and Thursday.

What you should bring to the role

• Delivery-Focused, ability to meet defined performance targets in a fast-paced, high-pressure contact centre environment.
• Strong customer focus, with excellent verbal and written communication skills and a proven ability to deliver results.
• Organised and adaptable, able to prioritise high volumes of work in a fast-paced, changing environment.
• Collaborative and independent, working effectively as part of a team while also taking ownership of individual responsibilities.
• Industry awareness, with relevant experience and an understanding of the water industry and its processes.
• Technically competent, confident using company IT systems, office software, and retaining knowledge across multiple processes.
• Safety and compliance minded, with a good knowledge of Health & Safety requirements and commitment to best practice

What’s in it for you?

• Competitive salary from £27,000 per annum.
• 24 days holiday per year increasing to 28 with the length of service (plus bank holidays)
• 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 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. 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.