Performance and Quality Lead (Meters into Account (MIA))

Location: Clearwater Court, Reading, RG1 8DB (Hybrid).

Occasional travel required to Langley Metering Office, Other Thames Water offices and operational sites, Contractor meetings and site visits

Working Pattern: 36 hours per week, Monday – Friday

About the role

At Thames Water, every decision we make has a direct impact on our customers and the environment. We’re looking for a Performance and Quality Lead to play a critical role within our Metering & Demand Reduction function—driving data quality, operational performance and customer outcomes.

In this role, you’ll lead a high-performing team responsible for ensuring meter data and property information is accurate, timely and compliant. You’ll work closely with internal teams, contractors, developers and external partners to ensure every new development connection is set up right first time—accurately, efficiently and with smart metering at its core.

This is an exciting opportunity to influence service delivery, improve performance and make a tangible difference to how we meter our new development properties to reduce unaccounted water and minimise issues for managing water usage and customer accounts.

What you’ll be doing as a MIA Performance & Quality Lead

  • Leading and developing a team to deliver against performance, quality and service targets.
  • Driving improvements in data accuracy to ensure customers are billed correctly and on time.
  • Analysing performance trends and using insight to improve operational outcomes.
  • Building strong relationships with contractors, developers and internal stakeholders.
  • Holding partners and stakeholders accountable for delivery against agreed standards.
  • Leading and presenting at stakeholder meetings, providing insight and driving action.
  • Managing risks, resolving high-impact issues, and continuously improving processes.
  • Making new developments smart, leading on implementation and change to new smart technology.
  • Budgeting and forecasting.
  • Embedding a strong customer-first culture to improve outcomes and reduce complaints.

What does great look like in this role:

We’re looking for someone who leads through behaviours and delivers through strong core competencies:

Leadership & Team Development

  • You inspire and motivate others, setting clear direction and expectations.
  • You develop capability, recognise talent and drive continuous improvement.

Planning & Organising

  • You manage competing priorities effectively in a fast-paced environment.
  • You anticipate challenges and plan proactively to meet deadlines.

Analytical Thinking & Insight

  • You use data to identify trends, risks and opportunities.
  • You translate analysis into clear actions that improve performance.

Customer Focus

  • You put customers at the heart of decision-making.
  • You continuously strive to improve service and reduce complaints.

Risk Management & Attention to Detail

  • You understand the importance of data accuracy and compliance.
  • You identify risks early and take action to mitigate them.

Collaboration & Influence

  • You build strong relationships across teams and partners.
  • You confidently engage stakeholders and influence outcomes.

Personal Drive & Innovation

  • You are proactive and resilient, always looking for better ways of working.
  • You challenge the status quo and drive meaningful improvements.

What you should bring to the role

  • Experience leading or influencing teams in an operational, performance or quality-focused environment.
  • Strong analytical and problem-solving skills, with the ability to turn insight into action.
  • Proven ability to manage multiple priorities in a dynamic environment.
  • Excellent stakeholder management and communication skills.
  • A passion for delivering high-quality outcomes and improving customer experience.

What’s in it for you?

  • Salary £50,000 per annum
  • Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
  • Generous Pension Scheme through AON.
  • Performance-related pay plan directly linked to company performance measures and targets
  • Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.