Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.
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.
What you’ll be doing
As the Post Incident Resolution Manager, you will be responsible for coordinating the resolution of follow-on support for customers and stakeholders post-incident. You will be required to act as a single coordination point for post-incident management across the business, providing external stakeholders with confidence in ownership of resolution.
You will establish and maintain relationships with internal and external stakeholders to support efficient and effective resolution of customer and community issues caused by the incident, utilising the wider IM team stakeholder networks to support in these endeavours.
You will be responsible for improving the perception of Thames Water’s end to end resolution of incidents, alongside the incident response team through effective planning, resolution, risk management and escalation of ongoing issues post-incident relating to the overall incident, impacted community and individuals.
Some of the main responsibilities:
- Day to day ownership of outstanding cases relating to resolution of customer, community and stakeholder issues
- Managing multiple incident resolution plans at a time
- Responsible for the provision of relevant updates, data, documentation and reporting to assist Senior Leadership members across a variety of interactions with external stakeholders
- You may be asked to support in attending scrutiny meetings as an SME
- Act as a subject matter expert on community and customer-based regulations, laws and public interest legislation to ensure all post-incident activity meets the needs of the impacted individuals
- Work collaboratively with Incident Learning and Quality Assurance to ensure continuous improvement of internal processes and procedures so that lessons learnt post-incident are subsequently incorporated into the incident response strategy and across the wider business as best practice
- Responsible for providing the Incident Response Development Manager with performance analysis against resolution
- Work collaboratively with the wider Incident Management team to ensure efficient and effective incident management response
We’re looking for you to have:
- Excellent communication skills, both verbal and written
- Good computer literacy with confidence to learn new systems
- Ability to communicate complex legislation and language into user-friendly guidance and updates for stakeholders and colleagues
- Strong relationship management and leadership skills
- Ability to work with a high degree of autonomy
- Well-developed analytical and problem-solving skills
- Demonstrable capability to adapt processes to effectively support the business in doing the right thing.
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.
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach where we’ll provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
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 and we’re a Times Top 50 Employer for Women.
Click here to find out more about working at Thames Water.