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by Trevor Loveday

Thames Water brings call centre in house to up reliability

Thames Water has brought its customer service call centre operation back to the UK from South Africa, which it said will create 200 new jobs in Swindon. As a result, Thames Water said its call centre team in the UK will be able to provide “improved and more reliable service to its 15m customers.


The move, Thames said, was part of its eight-year turnaround plan launched in 2021 which includes bringing a range of critical functions in-house including leaks repair and engineering teams taking the number of new jobs to 550.


Thames Water chief executive officer, Sarah Bentley, said: “Our decision to insource essential roles is part of our efforts to address years of under-investment and poor decision-making that have hollowed out critical capabilities and left Thames Water unable to deliver for customers and the environment."


Bentley added: “We believe a customer service team based in the region will make an immediate and significant impact in delivering high-quality service more reliably,”


Of the 550 new positions, Thames said 150 of them are “newly-insourced, skilled engineers capable of designing and commissioning large scale, complex projects, building up the capacity for the company to execute on its capital delivery promises made in its turnaround plan.” Thames said it has also rebuilt the team responsible for fixing leaks faster, bringing the total number of technicians in the field to more than 1,000.

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