Customer Services

At Anglian Water, everything we do is centred around delivering an exceptional service to our customers. That’s why every role here has a customer service focus, but some are especially customer-facing.

We have Customer Service jobs with

Where could you join us?

We have a range of opportunities across our Customer Service teams

Billing

In Billing, you will be offering a trusted, personal, and effortless service to our customers to ensure they are 100% satisfied. Your role will be diverse yet rewarding, you will be proactively offering consumption and tariff advice to our customers, whilst potentially guiding them through some difficult situations, such as household leaks, moving home and bereavements. We also offer value added services to our customers to make their journeys with us a little easier along the way!

Operations

Our Operational Contact Centre is part of Customer Delivery. They aim to resolve customer’s operational issues from across our region with excellent customer service throughout the journey. The role involves handling calls from a variety of people, covering a wide range of topics, such as; blocked drains, low water pressure, loss of water supply and water quality problems. We pride ourselves on delivering first class customer service at every opportunity and you will require patience, the ability to reassure customers and be able to adapt to match your customer type on every call. We have periods, particularly during an incident, that you’ll be taking calls back-to-back with little time in between, so you will also need to come with resilience in abundance. The role is extremely rewarding, and you get to resolve customers problems every day and ensure they leave with a smile on their face, having spoken to a person that genuinely cares about their issue.

Collections & Extra Care

Our Collections and Extra Care department offer a trusted, effortless and personal service to some of our most vulnerable customers.  You’ll need patience and empathy to comfort and guide customers who may have financial difficulties. You will be discussing customer account balances, reviewing household budgets to find a sustainable repayment resolution, along with offering and signposting additional services to assist our customers.  Being flexible to your customers style will be important, along with being resilient and a strong team player.  If you join us you will be working in a caring and supportive environment, giving you the confidence to be curious in challenging process and putting forward improvements to better your customers journey.

Scheduling

Our Schedulers are responsible for effectively scheduling work to our field resources. The role involves taking charge of the scheduling for an assigned area, whilst ensuring all necessary work is completed. Additionally, Schedulers actively liaise with both internal and external stakeholders, including customers and technicians, to optimise operations and deliver exceptional customer service.

No matter the team, you’ll be at the forefront of our mission to provide outstanding service every single day.

A career that grows with you

A role in Customer Service can be the start of a fulfilling career. Many of our team members take advantage of the countless opportunities on offer, they grow and progress within Customer Service, while others explore roles in different areas of the business. If you’re ambitious and eager to develop, the opportunities are there to take. We offer plenty of training and support to help you succeed and achieve your career goals.

What we’re looking for

While customer service experience is great, we value personality and potential most. We can train you in everything else! We’re looking for people who are:

Positive, friendly, and flexible

Empathetic and great listeners

Accurate and detail-oriented

Motivated and eager to learn

Great communicators who thrive in a fast-paced environment

We need people that have a genuine passion for helping customers – and a commitment to helping us achieve our aim of 100% satisfaction levels.

Customer service experience would definitely be useful, but we really look for personality and potential – we can train you in everything else you need to know. For us, personality means being positive, friendly, flexible, accurate and empathetic. You’ll listen carefully to get to grips with the issue before thinking flexibly to get the best outcome for the customer. We like to get things right first time, every time.

Hear from our people

Chloe

Customer Care Specialist

Sharon

Customer Care Specialist

April

IT Training Consultant

Chloe

Customer Care Specialist

I’ve been at Anglian Water for just over a year and a half now. I first applied for the company as I’d heard such positive things about how you are treated as an employee, as well as the benefits; such as a really competitive pension scheme, private healthcare and dental care.

I applied to be a customer care specialist as I am very driven by helping people and being able to resolve their queries. It is really rewarding when you speak to customers who are worried about their bills and you can turn them around and really reassure them and solve their problems.

Before Anglian Water I worked in customer service at a supermarket, so again very customer focused. Although it was completely different to the role I’m doing now, there were a lot of transferrable skills that I was able to bring from my previous role to help in this role in Anglian Water. I am now about to start my new role in mentoring which means I will still be doing my job as a customer care specialist, but helping to train the new starters in their journey.

In Billing, there are a wide variety of things that you may come across; no two days are the same. It is very interesting role as you will always be challenged with something new. Every day is a school day in this role!

What I enjoy most about my role, is helping people. Being able to get to the end of a call with a customer knowing that you have resolved their query and they’re leaving the call completely satisfied with what you’ve been able to do for them.

I best thing about working for Anglian Water is the sense of community. Although it’s a big call centre, you’re always getting to know new people from different teams and helping each other through the more difficult days. There is room for development within the company, even if that may be in a different department. There are so many roles across the board with Anglian Water and so many different opportunities coming up all the time. I would 100% recommend the job to anyone who is thinking about it. You will be fully supported across your journey, not only by management, but also very supported by your peers. It is a very rewarding company to work for.

Sharon

Customer Care Specialist

I joined Anglian Water as I was looking for a new challenge, having previously worked in retail. My job involves answering calls and helping customers resolve any issue that arise, such as; setting up new accounts, closing accounts, setting up direct debits and tariff checks.

The most satisfying element of my role, is being able to problem solve and resolve customers issues. The benefits available at Anglian Water are outstanding, I have never been rewarded so much for doing my job.

I have had a lot of different coaching and training that suit my style of learning. I have been listened to from the start of my employment. My experience has been a massive challenge, however I am so happy I made the leap and persevered. If I hadn’t had the support of my Team Leader, I feel I would have run back to retail. The training in the beginning was amazing, but difficult, due to the fact I had no prior knowledge of computer systems. I have learnt so much and met so many new friends, who have fully supported me in my slow journey. Every mentor, agent and Team Leader all seem very willing to encourage positivity and all had more belief in me than I did myself.

I look forward to what my future holds

April

IT Training Consultant

I originally started as a Customer Care agent in the billing department. I applied for the role because I’d heard so many positive attributes, from an employee perspective, through friends and family members about incentives, progression and wellbeing. Also, from a customer perspective, I knew what a great company it was and the work we do.

I’ve always enjoyed customer service and talking to customers, I wanted something new and challenging to work towards. Previously, I was a bar manager at a performing arts venue, but was made redundant during lockdown.

I have now started a 12 month secondment as an IT training consultant, which is the role I knew I wanted to go into from the start of my journey. I love creating and planning training, mainly for the billing department.

I advised my team leader of how I wanted to progress within Anglian Water and I was supported to be able to get the skills to benefit the role. So, when the job came up, I was prepared and had help preparing for my interview and was lucky enough to get the role! I’m so thankful for all the support I’ve had to help develop myself as an employee.

Meet Kate

One of our Customer Care Specialists

Meet Veronica

Meet Alex

Meet Charlotte

Meet Louise

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