Revenue & Billing Associate

Thames Water is seeking a motivated Revenue & Billing Associate to join our Wholesale Market Services (WMS) team. WMS is responsible for developing, implementing, and facilitating Thames Water’s market obligations for non-household customers. We enable the sale of services to all licensed water market companies, managing over £756m in revenue and up to £200m of market compliance risk.

What you will be doing as our Revenue & Billing Associate: In this role, you will be part of our billing team, managing cases, handling complaints and escalations, supporting wholesale billing, and contributing to revenue and retail customer service targets. This is a unique opportunity to shape and drive key processes, generate revenue insights, and improve business performance.

We provide all the tools and support you need to grow within Thames Water and build a successful career. The ideal candidate will demonstrate exceptional customer service skills and a strong drive to meet the evolving needs of our wholesale customers.

Key accountabilities:

• Effectively and professionally, you will communicate with our retail customers via email and telephone, providing an excellent customer experience to the required internal and external standards - always providing first class customer service.
• Contributing to the team’s success, by demonstrating the company values, sharing knowledge with fellow associates, and developing best practice for delivering an outstanding experience to customers.
• Carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.
• Identify opportunities to optimize best practice through minimizing operating cost and regulatory/market risk, where appropriate.
• You may find yourself involved with analytics and investigations as part of the role and your development.

What you should bring to the role.
To thrive in this role, the essential criteria you’ll need are:

• Excellent interpersonal and communication skills, both verbal and written, and the ability to work effectively as part of a team.
• Strong problem-solving abilities in a customer service or customer-facing environment, including active listening and using an appropriate tone when engaging with customers.
• Proficiency in Microsoft Office applications, particularly Word and Excel; previous customer-facing experience is highly desirable.
• Good financial awareness with foundation to intermediate Excel skills.
• Strong organisational skills with the ability to manage multiple workflows efficiently to meet KPIs.
• Experience with systems such as SAP, Navision, SAP CRM, Salesforce, SharePoint, and CMOS is highly desirable.

What’s in it for you? 

• A starting salary of £26,700 per annum.
• 24 days of holiday, increasing to 28 days with service.
• Generous contributory pension scheme – up to 12% of company contribution.
• Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
• Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.

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 meaningful career opportunities, flexible working arrangements and excellent benefits.

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.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, 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.

Disclaimer: 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.