What is the purpose of the role?
Thames Water carries out 15,000 new water connections every year and deals with more than 45,000 requests to connect to a public sewer. Handling the applications, designs, pricing and payment associated with this across a complex and heavily regulated business is all managed by our Developer Services Team. This is an exciting opportunity to manage a team of nine technical agents, who deal externally with Local Authorities, house builders, designers, consultants and individual homeowners as well as a range of internal stakeholders. You will be responsible for managing the performance of this team, ensuring that the delivery of sewer connections are completed accurately and in a timely manner.
What makes this role unique?
This is a perfect opportunity to ensure your team are consistently motivated and that targets are met through regular and effective performance management, and motivating the team to succeed, whilst seeking out and driving opportunities for process efficiencies. This role is unique as this area of the business is a major contributor (75%) to the water UK levels of service for developer services, so any fluctuations within the team can have a major influence. Additionally, you will form part of the Infrastructure Alliance (IA), which was formed by Clancy Docwra, Kier, Morrison Utilities Services, J Murphy & Son and Thames Water in April 2015. The IA was formed in order to work more efficiently whilst keeping to our customers’ promises.
What will this role involve?
In this ever changing environment, you will be tasked with driving performance and success across the team by:
Performing regular 1-2-1’s and coaching sessions that lead to improved performance from individuals and the team.
Motivate the team to meet targets and offer excellent customer service at all times to internal and external customers.
Provide accurate and timely information to stakeholders and consistently achieve SLA’s.
Assist in the implementation and subsequent maintenance of new methods of working.
Respond to internal and external customer escallations, complaints and customer satisfaction initiatives.
Maximising performance, engagement and moral within the team.
Major contribution to Developer Services waste water WaterUK metrics and company performance throughout the industry.
Taking corrective action when jobs are in jeopardy or failing to meet the customer agreed date or service requirements.
What are we looking for?
The ideal candidate must have demonstrable leadership experience and must have extensive team management. You will have managed high performing teams and will have addressed any gaps as necessary. You must be a team player with good motivation and encouragement skills to support your team. You will be required to have a good level of emotional resilience, as well as the ability to cope well with multiple deadlines whilst staying focussed on quality levels. If you have previous experience within the water and waste water industry, this would be advantageous but by no means essential. A background in supporting teams through periods of change would be crucial and an analytical approach is key in order to evaluate the team’s progress. A continuous dedication to a high standard of customer service is imperative as is the drive for continuous improvement. Candidates will require a considerable standard of knowledge in word programmes, such as excel, and an understanding of how the water/waste business works would be ideal.
Thames Water information and salary details
This is a 6 month fixed term contract, offering a salary of £29,000 - £34,000 (pro rata). The role will be based from our head office, Clearwater Court, in Reading. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 03/04/2018.