Are you passionate about customer service and want to make a positive impact through digital channels? We’re seeking a dynamic as a Senior Digital Customer Service Advisor, where you will provide excellent customer service through our digital contact channels. Your role will involve responding to customer enquiries via social media, engaging with our audience, and representing Thames Water's brand professionally.
What you’ll be doing as a Senior Digital Customer Service Advisor
- Respond to inbound customer contacts using the Social Media Management tool.
- Monitor customer posts through social listening and escalate to the Brand & Marketing or Corporate Communications team as needed.
- Identify opportunities for engagement through social listening and provide information or support.
- Represent Thames Water to customers, upholding our brand image and values.
- Meet Quality Audit and productivity targets set by line management.
- Support the Digital Customer Services Team Leads in day-to-day management and exceeding team KPIs and objectives.
- Serve as the first point of contact for agent queries, leveraging your expertise in technical processes.
- Use data to identify knowledge gaps and provide tailored coaching and feedback to the Core Ops Digital teams.
- The also have the opportunity to manage the team during the absence of the Team Manager, allowing you to hone your leadership skills and ensure continuity of service.
Base Location - Kemble Court (Hybrid Work Arrangement).
Working Pattern or hours – 36 hours per week - In-Office Days: Tuesday and Wednesday The rest of the work week will be remote or as otherwise arranged.
Weekend Requirement: You will be required to work every other weekend, with the weekend day alternating:
Week 1: Saturday / Week 2: Weekend off /Week 3: Sunday/ Week 4: Weekend off
Lieu Day: For each weekend day worked, you will receive a lieu day during the week.
What you should bring to the role
- Brand Focused: Demonstrate brand values to improve customer perception of Thames Water.
- Quality Focused: Maintain consistently excellent standards.
- Communication Skills: Strong written and verbal communication; able to constructively challenge internal stakeholders for positive resolutions.
- Judgment Skills: Ability to prioritise and exercise good judgment when responding to customer inquiries.
- Customer Service Specialist: Articulate what good customer service is and consistently deliver it.
- Emotionally Resilient: Handle pressure from multiple deadlines while focusing on quality.
- Time Management: Work autonomously in a fast-paced, SLA-driven environment.
- Community Management: Engage positively with customers and conduct follow-ups on resolved issues.
- Social Media Awareness: Understand and manage the risks and benefits of social media contact to protect and promote our brand.
- Experience with CRM Systems: Familiarity with SAP, Vistec, Merlin, or Salesforce is advantageous.
What’s in it for you?
This role offers a unique opportunity to make a tangible impact on customer experiences through digital channels. You’ll have the power to influence customer perceptions and resolve issues proactively. You will engage directly with customers, addressing their concerns and turning negative experiences into positive outcomes.
- Competitive salary - Starting from £28,080.00 per annum dependent on experience.
- Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays).
- Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
- Personal Medical Assessments – Open to all once a year.
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
