Who are we?

We’re the UK’s largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.

Help us deliver one of life’s essential services

We’re an essential service and have operated throughout the Covid19 pandemic, and we need you to help us to deliver an excellent service so we can continue to be there for our customers.

We are on the look-out for an experienced Performance Manager to join our newly established Collections Team in Swindon. Within this role you will manage of multiple teams of collection agents, and specialist agents, promoting and driving a high performing culture focused on delivering fair and consistent customer outcomes while safeguarding Thames from preventable loss. 

What you’ll be doing:

  • Day to day people and performance management of the back office and inbound Collections teams.
  • Delivering the back office and inbound strategy and embedding improvement plans and collections strategy
  • Driving effective application of collection and recoveries and management of back office processes including cash allocations
  • Reporting of day to day activities to ensure leadership have a clear view to inform their strategic decisions and areas of continuous improvement
  • Supporting with implementing strategies to reduce bad debt charge and ensuring affordability policies are utilised effectively
  • Ensuring agreed service level targets are met across inbound and back office teams
  • ensuring customer satisfaction levels are maintained and improved.
  • Responsible for timely and accurate reporting of inbound and back office teams
  • Manages change and continuous improvement through their teams
  • Your experience may include

  • Good knowledge of customer journeys overall in particular collections back office and inbound processes and cycles
  • Proven record of driving performance improvements
  • Managing collection targets
  • Leading, coaching, motivating and managing a team
  • Here’s why you should join us!

    Thames Water is a rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

    Our competitive salary package includes an excellent contributory pension, 26 days holiday per year, increasing with length of service, access to money saving and benefits schemes and much more!

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