About the role:
You will be responsible for managing and driving the performance of the team responsible for sourcing leakage savings on unaccounted for water/unbilled water being utilised on construction sites, and ensuring they understand what is expected of them in order to achieve optimal performance in conjunction with company PDR process. Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement, and development.
To manage a Team of Investigators to source ml/d savings on unaccounted for water/unbilled water being utilised on construction sites.
Ensure the team have the tools and knowledge to perform effectively to meet key performance and targets. In an ever-changing environment, you will be able to support & assist in the implementation of new process and systems, enhancing training material and improve the service offering we deliver to our customers. During this process, you must ensure that our customer is at the heart of everything we do as well as ensuring our assets are protected.
Motivate the team to deliver an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX score, reduced complaints, and improved quality.
Key Accountabilities:
- Manage a team in a business or technical support function to perform effectively against internal and external targets.
- Manage workflow and priorities for the team by maintaining a constant focus on customer requirements, statutory time frames, service level agreements, escalations, and complaints.
- Prepare reports and presentations for key stakeholders as required.
- Analyse current performance against standards of excellence and develop plans to train and coach team members and drive performance.
- Manage all people aspects including 1:1’s, performance, soft skills, attendance and team meetings.
- Demonstrate responsiveness and responsibility in flexing with volumes to meet immediate requirements and learn for the future.
- Coordinate the work of the team daily to best meet the operational requirements of the team, and our customers.
To be successful you will have the following skills and experience:
- Track record of strong performance and a demonstrated ability to deliver results, gathered from experience.
- Excellent organisational skills.
- Good knowledge of Health and Safety requirements.
- Typically, with two years relevant work experience in a similar leading role.
- Ability to lead and develop people within a team to perform effectively against internal and external targets.
- Fully competent at using the appropriate Company IT Systems and Office Software.
What’s in it for you:
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.