Who are we?
We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it to the environment.
We are currently installing hundreds of thousands of smart meters to drive consumption insights helping our customers manage water more effectively. These meters generate millions of lines of data and we need a team of skilled resources to manage this data and generate the analytical insight necessary to bring consumption to life.
About the role:
You will be responsible for managing and driving the performance of a team of lead designers, network coordinators, and CAD technicians, responsible for developers & housebuilders' pre-planning inquiries, tracking the need for reinforcement of the clean water network to support development growth. To find solutions to customers' proposals & capacity constraints associated with new connections, develop and plan new assets such as district meters ensuring the assets are handed over to others to operate and maintain to support the managing of the network.
Responsible for delivery of all levels of the team's services for all customer, business, and regulatory performance measures which include Water UK Levels of Service, WIA Regulatory measures, and DMEX. 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 a strong change manager, always looking to improve and adapt to our customer's changing demands 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 for future generations
Lead and 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.
What you will be doing:
- Lead a team in a business or technical support function to perform effectively against internal and external targets.
- Proactively generate & maintain stakeholder relationships that facilitate smooth and efficient delivery.
- Strategic planning to best meet the operational requirements of the team, and our customers, today and in the future day-to-day running of the operation.
- Leading meetings with key stakeholders. Provide and present information regarding performance as well as blockers that may have occurred and what is being done to counteract issues.
- Demonstrate responsiveness and responsibility in flexing with volumes to meet future emerging risks.
- Analyse current performance against standards of excellence and develop plans to train and coach team members and drive performance.
- Carry out quality audits and provide regular, ongoing feedback to the team against this key PDR KPI.
- Ensuring the team is working within a process and relevant legislation, whilst considering future and emerging regulation/legislation changes and adapting processes proactively.
- Manage all people aspects including 1:1’s, performance, soft skills, attendance, and team meetings.
- Provide leadership that is focused on delivering results through achievement orientation and the recognition of individuals and team performance.
What skills are we looking for?
- Ability to lead and people management experience of large, high-performing teams
- Experience resource planning within budgetary constraints.
- Proven track record of strong performance management and a demonstrated ability to deliver results, gathered from experience.
- A key driver of change management and always looking to realign our processes to customers' demand
- Excellent organisation skills.
- Ability to lead by example and assist with the development of team members
- Able to motivate, support, and assist in developing a team using the appropriate styles, recognising talent to develop succession plans.
- Relevant industry experience and understanding of the water industry business desirable.
What’s in it for you!
Our competitive salary package includes an excellent contributory pension, 26 days of holiday per year increasing with the 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