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Thames Water Customer Service Agent Reviews

Updated 12 July 2017
3 reviews

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Customer Service Agent

1.1
StarStarStarStarStar
Recommend to a friend
Approve of CEO
Thames Water CEO Martin Baggs
Martin Baggs
2 Ratings

Employee Reviews

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Pros
  • There is no pressure to stay late allowing for a great work-life balance (in 6 reviews)

  • Family working environment where relationships with colleagues are as important as outputs (in 7 reviews)

Cons
  • Work life balance not great - very little perks (in 4 reviews)

  • Senior management keep changing the focus which has a severe downstream impact on lower level staff (in 5 reviews)

More Pros and Cons

  1. "Probably the best job I've ever had!."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Services Agent in Swindon, Wiltshire, South West England, England
    Current Employee - Customer Services Agent in Swindon, Wiltshire, South West England, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Thames Water full-time (More than 5 years)

    Pros

    Friendly staff, work can be sometimes testing, but it's one of the benefits I working for such a large company. Pay is, on average, much better than similar roles in other companies. Thames Water are family friendly to a fault - not a bad thing in my experience - they have always been flexible and helpful whenever possible.

    Cons

    Sometimes, (just sometimes), some tasks can become repetitive, but in all honesty, you get out what you put into the job!.

    Advice to Management

    Listen to front line agents more thoroughly, be prepared to invest far more substantially in I.T. Allow more input from front line agents, to truly get the most out of systems and agents.


  2. Helpful (1)

    "No work-life balance"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Agent in Reading, England
    Former Employee - Customer Service Agent in Reading, England
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Thames Water full-time (Less than a year)

    Pros

    Building was in a good area

    Cons

    Management were very poor. They did not care about the staff at all, only wanted results and targets to be kept to - rather than taking into consideration stress etc.

    Advice to Management

    Show a bit more heart, be a little human and appreciate employees are never perfect but are willing to improve.


  3. Helpful (6)

    "Don't flatter yourself, they will employ anyone"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Agent in Swindon, Wiltshire, South West England, England
    Current Employee - Customer Service Agent in Swindon, Wiltshire, South West England, England
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    Pros

    They employ anyone, they will pay you, wonderful customers. As with any disaster area there is a comrade between the minions but please do not expect any social/family life as the shift pattern, constant saturday work without any flexibility will crush you. Expect to get paid a medeocre wage but nothing else.

    Cons

    Team leaders/manager recruited externally ensure all normal employees are kept firmly under a glass ceiling. Only about 5% of staff still have a job 60 days after starting and you will be laid off without warning. The pay is obscene for the stress of the job, bonuses purely based on sycophancy and interbreeding and nepotism. Your job is just to extract as much money out of people as possible, sorting anything out or resolving problems is unrewarded. You will work here for 5 years and you will be in exactly the same pay/position as a 18 year old who has just started without any qualifications/experience trying to find an telephone based employee who actually pays their own water bill is like picking winning lottery numbers. Frontline staff and customers are treated with utter contempt. The training department is ging for that middle aged hags smoking all day look they specialize in walking around looking busy, casual racism and hunting out the vulnerable but as Thames waters very own Stasi do not cross them.

    Advice to Management

    Treat people like human beings, lots of companies do this. Reward staff, they are as important as directors and shareholder. The company personify everything which is wrong with privatized utilities, hopelessly outsourced labour, terrible charging, poor pay, purely run to generate money for foreign pension funds, employing all IT staff from the 3rd world 90% cannot grasp english. Customer value and employee benefits are just a smokescreen for they full scale theft of money/talent/hope which is being conducted.