Capita taps into five year Thames Water contract

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Outsourcer to provide call centre services from Yorkshire location

Thames Water has awarded Capita Customer Management a five year contract extension for the provision of call centre services.

Thames Water employs 4,700 people and is the UK’s largest water and waste water services provider, supplying 15 million customers across London and the Thames Valley.

Capita and Thames Water have been working together since 2001, and currently up to 180 staff manage customer calls from Capita’s call centre in Dearne Valley, Yorkshire.

London Government Parliament ThamesPeter Cogan, customer operations director at Thames Water, said: “Customer satisfaction is crucial to us at Thames Water and as part of our five-year plan we’ve committed to providing a better experience for anyone who gets in touch with us.

We look forward to working with Capita for another five years, to fulfil our promise and provide an excellent service across all channels.”

Bob Buiaroski, managing director of Capita Customer Management, said: “We have a long standing relationship with Thames Water and have remained focused on delivering service excellence and working together to innovate and enhance the customer experience.”

Last month, the University of the Highlands and Islands joined the Scottish Wide Area Network (SWAN), a single public services network for use by all public service organisations within Scotland, which is being delivered through a framework contract with Capita IT Enterprise Services.

@AntonySavvas