Account Manager(NAV)

Thames Water are currently seeking an Account Manager (NAV) on a fixed term contract 13 – 18 months. This role will manage and maintain good working relationships with our NAV customer base. To be the voice of the NAV within Thames and the voice of Thames to the NAV. To maximise Thames’s commercial outcomes by strategic account management and contract management. Liaise with wider stakeholders to ensure NAVs are represented fairly, and that we as a department support the growing market.

What you will be doing as the Account Manager (NAV)

• Build and maintain strong working relationships with our internal and external stakeholders.
• Act as the main point of contact for all NAV customers & represent them within Thames Water.
• Manage the contractual process through the lifecycle of the contract.
• Track new applications and ensure SLAs are met and reported on accurately.
• Drive customer service improvements including those identified through Account Management engagement activities.
• Shape and execute Thames’ customer interactions including: NAV forums, Webinars, Account Management meetings & deliver ad hoc communications.
• To provide regular updates via presentations on services, escalations, and concerns of customers to stakeholders at various levels across the business.
• Documenting key customer engagement outcomes from meetings and industry events.
• Maintaining updated knowledge of company products and services.
• Resolving complaints and preventing additional issues via process improvement.
• Act as a NAV advocate with a focus on improving the overall customer experience within the business.

Service Delivery is going through an exciting software transformation at the moment and as a result, there will be the requirement to:

• Attend workshops and work with digital suppliers to describe our requirements.
• Document training guides.
• Generally, support the roll out of the new software.

What you should bring to the role:

• The ability to develop strong and positive working relationships
• Contract Management
• Be approachable & positive
• Have the ability to grasp complex information & explain this in simple terms
• Adaptable with strong problem-solving skills
• Excellent verbal and written communication skills
• Planning & Organisation and time management

Desirable skills:

• Defining and documenting Processes/services
• Strong excel skills

What’s in it for you?

• Offering between £44,000 - £60,000 per annum depending on skills and experience.
• Annual Leave – 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

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, meet colleagues and earn some extra money along the way.

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