Customer Service Executive

About the role

This position is focused on delivering high‑quality telephone and email support to Thames Water customers and third‑party contacts. The role requires clear communication, accurate information handling and a commitment to resolving inquiries efficiently.

Key responsibilities

• Make and receive calls to Thames Water customers and third parties to gather and provide information.
• Manage inbound and outbound customer inquiries via phone and email.
• Provide prompt, professional support and appropriate solutions.
• Maintain accurate, up‑to‑date information in all interactions.
• Document all contacts, complaints and resolutions in the designated system.
• Follow established scripts, guidelines and communication procedures.
• Collaborate with team members and other departments to escalate complex issues.
• Achieve performance targets for handling time, response time and customer satisfaction.

Required profile

• Strong verbal and written communication abilities.
• Ability to work under pressure and meet performance metrics.
• Attention to detail and commitment to data accuracy.
• Team‑oriented mindset with willingness to share knowledge.

Required skills