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Customer service roles

Water is about going above and beyond.

Everything we do here at Anglian Water is about delivering a great service for our customers. So all of our roles have some form of customer service focus. But the roles in this part of our business are particularly customer facing.

You could join us in Customer Care handing calls and queries from customers. In Customer Liaison, where your focus will be on putting things right if they ever go wrong. Or in Debt Recovery where your aim will be to recover and allocate water charges by being supportive, empathetic and constructive so we can reach a solution that suits everybody.

In all of these teams, you’ll be at the forefront of our mission to do great things for our customers, every single day.

A career here can lead to all sorts of development opportunities – some people go on to explore other areas of our business, but many of them grow and progress within the Customer Service team itself.

Latest opportunities

We're brimming with opportunities – search now to see if we have one to suit you.

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What we look for

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.

We’re looking for people with a genuine passion for helping customers – and a commitment to helping us achieve our aim of 100% satisfaction levels.

Excellent communication skills are a must. You’re someone who’ll enjoy having lots of interaction with colleagues and customers alike in a fast-paced environment. You should have plenty of self-motivation too, along with a willingness to learn and develop (you’ll find there’s plenty of scope for progression in this team).

A typical day

Karen - Customer Care Specialist

10am

Speaking to customers

I speak to a wide variety of people and help them with any issues they’re having with their account. These can range from setting up a direct debit, to fixing a leak at their home. It can be challenging as there are targets to meet, but I’m constantly supported.

12pm

New projects

One project I'm working on is in the process of being presented to managers so I continue to prepare. It will then be cascaded down to fellow agents and put into practice in our contact centres.

3pm

Preference-based shifts

I’m able to work preference-based shifts so my work/home life balance is comfortable and so I head home early for the day.

Hear from our people

Austin
Customer Care Specialist
Lee
Training and Development Co-ordinator
Sarah
In Day Scheduler
Austin
Customer Care Specialist

“When I was initially applying, I saw that Anglian Water was voted as the UK’s best place to work which attracted me to the company. I also really liked their ‘Love Every Drop’ sustainability scheme.

Day-to-day, I resolve people’s billing queries, such as taking payments, checking up on water usage to see if there’s an issue and putting customers on the tariff best suited to them.

“When I go home, it’s really satisfying knowing I’ve done my best to help people out.”

Before I joined, I was a bartender – it was late hours, understaffed shifts and very few thank yous. Anglian Water is completely different. When I work hard, I get praised and there’s also weekly competitions with rewards. I always feel appreciated which makes me want to work harder for the company.

The culture here is very caring. We always do the best for our customers and that’s possible because Anglian Water really treat staff with the upmost respect.”

Lee
Training and Development Co-ordinator

“I’m a Training and Development Co-ordinator at Anglian Water. I have a passion for sharing knowledge and helping people progress, so this opportunity stood out to me.

My role involves co-ordinating training for our technicians and trainees which is mostly focused around water quality. You’ll find me liaising with scientists and course leaders to organise dates, times and equipment.

The training and development is incredibly broad – there’s plenty of ways to build skills within your area, but you can explore new areas too. You’re in control of your learning, so you don’t need authorisation from a senior manager.

“As part of the LGBTQ+ community, I’ve never felt more support in a workplace.”

That’s what makes Anglian Water different – their approach to people. It makes me so proud that they celebrate inclusion in all its forms. When I walk into work, I’m greeted by smiling faces and people who take a real interest in my life. I think of my colleagues as family. Honestly, I wish I’d applied earlier!”

Sarah
In Day Scheduler

“I’d heard that this is a great company to progress in and I’ve definitely found that to be the case. In fact, I’m just about to begin a new role as an Accelerated Management Trainee!

As an In Day Scheduler, I schedule jobs for our Network Technicians. Each day can be quite different and when we have a lot of emergency work in the area, it can be pretty hectic. But everyone here is really helpful.

There’s a very positive environment here. I’ve found that all the teams work alongside each other really well and have the same goals in mind. If I ever need support, there’s always someone nearby to chat with.

“This is easily the best company I’ve ever worked for in terms of opportunities, progression and team work.”

My initial training was away from the office and was focused on the computer systems. I was then mentored by a member of my team which worked really well for me. There’s a lot of training available to us as and when we want or need it.

Anglian Water in three words? Busy. Dynamic. Fun!”

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