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As a Virtual Technician, you will play a key role in supporting the company’s business turnaround strategy by delivering exceptional service to customers while safeguarding the environment and local communities. Positioned within the contact centre team, you will act as a technical expert, bridging the gap between customer service and field operations. Your insights and experience will help shape a more efficient and customer-focused service, contributing to continuous improvement across the business.

What you’ll be doing as a Virtual Technician

• Handle complex customer enquiries related to wastewater issues, including pollution and internal/external flooding.
• Use phone and video technology to assess problems remotely, providing accurate diagnoses and resolutions.
• Support contact centre agents by offering technical guidance on specific wastewater journeys.
• Determine and initiate appropriate follow-up actions such as scheduling site visits or offering self-help solutions to customers.
• Collaborate with various teams including Operational Service Centre agents, network engineers, and external partners like Lanes Group PLC.
• Share your technical expertise to assist colleagues and improve internal processes.
• Communicate clearly and effectively with customers, using non-technical language to explain issues and solutions.
• Contribute to service innovation by identifying opportunities for improvement and helping implement new approaches.

• Location – Kemble Court, Reading. Hybrid working available following a training period.

• Working pattern is 08:00-16:00 Monday to Friday initially. There may be changes to the working pattern which may include weekends and an element of shift patterns. Any proposed changes would be discussed in advance.

What you should bring to the role

• A good understanding of identifying pollutions, including any associated risks
• Strong technical experience, preferably gained from a field engineer background or similar
• Excellent ability to take initiative and be able to triage/prioritise workload
• Knowledge of regulators
• Knowledge of internal/external flooding issues and wastewater treatment
• Experience using Salesforce is desirable however all training will be provided
• Competency with IT skills and Microsoft Office software

What’s in it for you?

• Competitive salary from £25,600 to £38,400 per annum
• Annual Leave - 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 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.

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 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. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.

DueDisclaimer: 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.