Complaints Quality & Training Partner

Help Shape Better Customer Outcomes

At Thames Water, delivering a great customer experience is at the heart of everything we do. We're looking for a Complaints Quality & Training Partner to help raise standards, improve complaint handling quality, and ensure our teams have the skills, confidence, and support they need to deliver excellent outcomes for customers.

This is an exciting opportunity to play a key role in the performance and development of our Complaints team. You'll use quality insight, coaching, and training expertise to identify improvement opportunities, strengthen capability, and reduce repeat customer dissatisfaction.

Working closely with Complaints Team Leaders, Quality Checkers, Complaints Case Managers, Coaching & Insight Advisors, Partner Performance teams, and stakeholders across customer experience, process improvement, policy, and reporting, you'll help create a culture of continuous improvement that delivers better outcomes for customers and the business.

What you'll be doing

As our Complaints Quality & Training Partner, you'll:

• Lead quality insight activity across the Complaints department, supporting the achievement of quality standards and performance targets.
• Analyse quality results, complaint trends, customer outcomes, and escalation themes to identify improvement opportunities.
• Produce meaningful performance insights for Team Leaders and managers, highlighting risks, trends, and recommended actions.
• Develop and maintain performance reporting, including quality benchmarking and quartile analysis, to support coaching and development plans.
• Conduct quality assurance reviews to ensure consistency, fairness, and accuracy across quality assessments.
• Provide coaching, calibration, and support to Quality Checkers and operational teams to drive quality improvements.
• Work with Team Leaders to reduce complaint escalations and improve first-time resolution.
• Identify root causes of repeat dissatisfaction and translate insight into practical actions that enhance the customer experience.
• Design, deliver, and continuously improve training programmes, refresher sessions, and upskilling initiatives.
• Ensure training content remains current with process changes, quality themes, business priorities, and regulatory requirements.
• Support Team Leaders through coaching, observation and coach-the-coach activity to build capability and confidence.
• Partner with operational leaders to embed quality improvements and deliver measurable performance outcomes.

What you'll bring to the role

We're looking for someone who combines strong analytical skills with a passion for coaching, development, and continuous improvement.

You'll have:

• A strong understanding of complaint handling, quality assurance frameworks, and customer outcome standards.
• Knowledge of quality monitoring, calibration, coaching, or performance improvement within a customer service or complaints environment.
• The ability to analyse performance data and turn insight into meaningful actions.
• Experience creating and delivering engaging training, coaching, or learning interventions.
• Excellent communication skills with the confidence to provide constructive, credible feedback.
• Strong stakeholder management skills and the ability to influence at all levels.
• A keen eye for detail and a consistent approach to quality assessment.
• A proactive, solutions-focused mindset with a passion for improving customer outcomes.
• Confidence using reporting tools, business systems, and Microsoft Office applications.
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.

Base Location: Newbridge Square (Swindon) Office

Hours: 36 hours per week, Monday to Friday

We're looking for someone who is passionate about improving customer outcomes and raising quality standards. You'll be a confident coach and influencer, able to turn insight into action, challenge constructively, and drive continuous improvement across the Complaints team.

If you thrive on developing others, solving problems, and making a measurable difference to the customer experience, we'd love to hear from you.

What’s in it for you?

• Grade B salary
• 26 days holiday per year, increasing to 30 days with length of service. (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• 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

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.