About the role:
Following on from a successful first year in Customer Services with RPA, we are in the process of defining our automation journey, this includes experimenting with new tools such as Process Mining, Powers Apps and Attended Automation.
This role will report to the RPA Manager, Customer Services, Customer Experience and will work alongside the Robotic Process Automation (RPA) Product Owner, Process Excellence Leads and Operational Stakeholders to develop and deploy automated processes across Front Office and Back Office environments to drive improvements, ensuring we can improve our customer experience and reduce our costs in line with our AMP 7 commitments.
This team will be a cross functional Customer Services Automation Agile team and the RPA Analyst shall support the RPA Manager in working with operational stakeholders to create automated processes, using both attended and non-attended Robotic Process Automation (RPA) solutions. They will also work closely with Digital Services and continue to build relationships across multiple business areas and drive the “One Thames” vision.
Key areas of accountability will include:
- Support the delivery of automated processes in line with service outcomes and to meet and exceed business targets across multiple business journeys
- Assist with the prioritising, planning and communicating of all improvements / automations
- Ensuring that relevant governance and collateral is completed
- Support the development and safe delivery of automated solutions and operational day to day activity
- Manage robust controls for all robotics, including capacity planning and debugging
- Coaching, development and supporting other teams to continuously improve output and quality of deliverables post implementation.
- Working with the RPA Manager, RPA Lead and other Digital and CS colleagues to refine and embed ways of working.
- Understand and help increase awareness of automation tools and technologies within the RPA team, Customer Services and wider business stakeholders.
You will have the following skills and experience:
- Track record of benefit delivery ideally in a contact centre or back office environment.
- Demonstrable capability in Project Management disciplines including planning, benefit / business case creation and impact tracking.
- Experience of working in an Agile environment.
- An understanding of robotic process automation and deploying automated solutions.
- Ability to help people to think differently/outside the box and their approach to traditional business problems.
What’s in it for you?
This is a great opportunity for you to take responsibility to deliver new change and ways of working into the wider Customer Services business. This shall enable you to gain valuable experience in engaging multiple teams of process experts and dependent teams in transactional activities to ensure the delivery of the right customer experience and improving the straight through processing of customer journeys.
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.