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; Billing, handling calls and queries from customers; in Operations, where your focus will be on putting things right if they ever go wrong; or in Collections and Extra Care, 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.
I previously worked for Anglian Water in a full-time position, mainly within our contact centres, in various roles. Having left to go travelling, I returned to work in mental health. However, I eventually returned to Anglian Water in the Voice of the Customer team, before moving into Operations. I was delighted to come back to Anglian water, as I knew what a great company it was to work for. Anglian Water genuinely care about their staff and customers and are open to feedback. Managers are friendly and approachable and there is a system of fairness and integrity that runs throughout the business.
I currently work part-time, as the hours and flexibility allow me to fit in other commitments I have, outside of work. I was able to discuss and plan, with my manager, a pattern of working which suited both my other commitments, and the work flow.
I take inbound calls from customers and deal with any operational queries, giving relevant information and raising activities for our field engineers to visit customers who have issues with their water supply or sewage system. I enjoy the work because I get to help people on a daily basis. I also get to work with really nice and supportive colleagues.
I would absolutely recommend Anglian Water and I’m proud to work for such a great company.
I have worked part time for Anglian water for 5 years. I heard lots of good things from others about how good working for Anglian Water was and the benefits it included, which made me apply for the role. They were not wrong!
As a parent and studying at university, being able to work evenings has been great for me. The hours have worked well and always been flexible when I have needed to make any slight changes. Before I worked for Anglian Water, I was working part time during the day, which did not work well for my family life. Wanting to go into higher education and being a parent, I have found it more difficult to get back to work with hours that have given me a good work/life balance; Anglian Water made that possible.
I started my journey with Anglian Water in the Operations contact centre and then moved to the Billing team. However, I came back to Operations team due to the hours I could work being more suitable. Both experiences have been great, and I learnt a lot from the Billing team, which has helped with further my knowledge in Operations and assist our customers better.
My Role within the Operations team involves speaking with custom in the Anglian water region about issues with water supply or sewerage issues. With the information given I can raise a job and pass this across to relevant scheduling team to get one of our fantastic technicians to our customers as soon as we can.
I love speaking to new customers every day and working with a great team of people, who all work together to help when needed. All team leaders are your personal champions, offering help and advice with your own development or even when you need that extra level of support.
Would I recommend working for Anglian Water? Absolutely, they are parent friendly, student friendly and just altogether want what is best for you as an individual.
I have worked for Anglian Water for just over a year now, I work 18.5hours a week, which works around my young children. I applied for the role due to the flexible working and the great reputation Anglian Water has regarding their employees. Before I started Anglian Water, I was on maternity leave but prior to that I worked in a similar job role at another company, dealing with customer issues and resolving them in a time efficient and first call resolution. I enjoy this role as it is very much customer based assisting customers when they need us the most, the kind of calls we get are urgent to the customer and can be very worrying for them, so to be there to help and reassure them is rewarding. I would recommend Anglian Water to others.
Find out a little more about what each department does
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.
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.
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!
We're brimming with opportunities – search now to see if we have one to suit you.
“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.”
“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!”
“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!”
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.
I’ve worked for Anglian Water for about 18 months and can put my hand on my heart and say I have been really enjoying my time so far. Prior to working for Anglian Water, I worked as a holiday park entertainments manager for 10 years. I like to think that I’ve been given the opportunity and support to utilise my previous experiences to benefit customers and colleagues around me. A great example of this is being given the opportunity to become a mentor to new starters.
My current role consists of assisting customers with billing and usage queries, booking in appointments for jobs surrounding meter exchanges and meter installations. I would say the thing I love most about the role is the people! This would be the people I work with and the customers who call up. The people you work with offer incredible support as they have been/are in the same position as you. You get some lovely people who are so grateful for you just doing your job.
The benefits offered at Anglian Water seem endless! They are amazing! Having the ability to get a free subscription to Headspace, discounts at health spas, mobile phones and more! The other key benefit to me is the Employee Assistance Programme that provides free help and support 24/7: this could be medical, financial or even buying a property.
If you are looking at developing in your role, you are given every opportunity to do so by your team leader and others around you. Everyone is always happy to help and advise where they can to share knowledge to support in progression.
If you would ask me if I would recommend Anglian Water, my response would be “without a shadow of a doubt!”
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
Before joining, I was a trainee English teacher. I applied to join Anglian Water due to the reliability of the company and the variety of roles to the job, that allow both plenty of progression and flexibility.
There are a variety of benefits that I didn’t expect when I applied for the role and some that I’ve not yet properly explored; it makes being part of the company much more fitting and suitable for day to day life. What I love most about my role is the team mindset of the people I work alongside. It allows you to crack through even the toughest days of the job.
The training, mentoring and probation process has allowed for a clear progress path and I hope this continues as I look to expand into further roles.
I would absolutely recommend Anglian Water as an employee.
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.