What is the purpose of the role?
An opportunity has arisen for an experienced Services Manager to join our growing Affordability and Priority Services team in Central Reading, Berkshire. The role of Affordability and Priority Services manager is to lead service improvement programmes to deliver the Thames Water Affordability and Priority Services Strategy.
What makes this role unique?
This is a chance to make a difference to customers in vulnerable circumstances that really need our support. Leading the design, development and implementation of the services we provide to these customers will require working with a wide range of stakeholders, both internal and external to Thames Water.
What will this role involve?
Own the Affordability and Priority Services Strategy, and keep it up to date through external engagement.
Work with the business to bring the Strategy to life through delivery of key programmes and initiatives.
Develop and manage relationships and contracts with external stakeholders, to raise awareness and increase affordability and priority services customer base.
Manage the development and implementation of new literature and customer engagement materials.
Coordinate cross-department engagement and working to embed training and improvement initiatives across business units.
Coordinate any modelling, analysis and performance monitoring of current or future propositions.
Maintain dashboards and any required performance metrics for internal reporting and Annual Return.
Liaise with third party stakeholders for the efficient delivery of affordability solutions within the community.
Ensure affordability schemes are embedded within Water and Waste schemes where possible.
What are we looking for?
Ideally you will have previous experience in a similar role.
You will have an understanding of business processes and associated customer journeys.
Experience of project management, contract management, process development /improvement and Strategic development would be beneficial.
Good financial acumen and analytical skills and strong influencing characteristics are highly desirable.
You will confident with your presentation skills - particularly when conveying detailed / complex messages.
Possess good relationship management skills with the ability to influence at senior management along with an ability to work in a matrix management environment.
Experience and/or knowledge of working with vulnerable customers would be advantageous.
Knowledge/understanding of tariff structures, the ability to engage effectively with key stakeholders and experience of conducting costs v benefit analysis are desirable.
Thames Water information and salary details
This role is based in our Head office in Reading, located close to Reading train station, offering a salary of circa. £42,000 per annum depending on your level of experience. The role can also be based in our Swindon Revenue Centre. We have a range of company benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 19/12/2017.