Extra Care Agent

As an Extra Care Agent at Thames Water, you'll play a vital role in delivering exceptional support to our customers, ensuring their needs are met with empathy, professionalism, and efficiency. You'll be the voice of Thames Water, handling complex queries with care, resolving challenges, and creating positive experiences that reflect our commitment to outstanding customer service. If you're passionate about making a difference and thrive in a dynamic, customer-focused environment, this is the role for you.

What you’ll be doing as an Extra Care Agent
This role is part of our Extra Care Services team, dedicated to supporting customers with specific needs by providing the right assistance at the right time. Whether it’s helping customers find the best payment options for their water bills or ensuring they're registered for appropriate support during a water-related incident, this team is here to make a difference. With the rising cost of living affecting many, the Extra Care team plays a crucial role in delivering personalised, meaningful support to those who need it most.

Key responsibilities include:

• Provide empathetic support to customers experiencing financial or personal challenges by actively listening and understanding their unique circumstances to deliver tailored assistance.
• Maintain regular and meaningful contact with customers, keeping them informed about their queries and ensuring each interaction is positive and constructive.
• Take ownership of customer queries, striving to resolve issues effectively while addressing and resolving complaints with professionalism and care.
• Collaborate with internal and external teams to enhance processes and improve the overall customer experience.

Location: This role is based at our Walnut Court office in Swindon. During your probation period (minimum six months), you’ll work on-site to receive hands-on training and support.
Working hours: Monday – Friday, Week 1: 8am – 3:45pm, Week 2: 9:15am – 5pm

What you should bring to the role
Your Skills:

• Dependable, proactive, self-motivated, confident, and adaptable, with a strong sense of accountability to see tasks through to completion.
• Proficient in IT, including MS Office, with training provided for the specialised systems we use.
• Excellent customer service skills, comfortable engaging with customers over the phone, and skilled in actively listening to their needs.
• Capable of drafting clear and professional customer correspondence.
• Skilled at prioritising tasks effectively and recognising when to escalate issues appropriately.

What’s in it for you?
This role is more than just a job — it’s a chance to develop your skills and contribute to the success of the UK’s largest water and wastewater provider. Thames Water offers:

• A Competitive Salary of £24,560 per annum.
• 24 days of annual leave, increasing with service, plus bank holidays.
• A contributory pension scheme with employer contributions of up to 12%.
• Comprehensive training to equip you for success.
• Access to our benefits hub, offering discounts and well-being resources.

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.
The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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, meet colleagues and earn some extra money along the way.

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.