Customer Service Delivery Manager

We’re looking for an experienced, results-focused Customer Service Delivery Manager to oversee the end-to-end operational delivery of Thames Water’s Billing Customer Service function across multiple channels, including voice, email, webchat, WhatsApp, and social media.

What you’ll be doing as Customer Service Delivery Manager
You’ll be responsible for managing a team of 300+ FTEs, ensuring optimal performance in quality, customer satisfaction, first contact resolution, and cost efficiency. Your role will be pivotal in delivering exceptional customer service through strong influence, coaching, and driving a culture of continuous improvement.
This is a hands-on management role, requiring resilience, strategic thinking, and the ability to influence senior stakeholders up to the Executive level. You will back best practices, drive operational efficiencies, and implement customer-centric improvements to reduce complaints and enhance service delivery.

• Leading 1st-line managers to drive operational performance and enhance customer interactions.
• Managing and developing 2nd/3rd line teams, ensuring smooth operational oversight and alignment with business goals.
• Driving process improvements to enhance customer experience, reduce handoffs, and improve first contact resolution.
• Advocating change initiatives and collaborating with cross-functional teams to optimise service delivery.
• Developing high-performing teams, fostering a culture of continuous improvement and accountability.
• Building strong relationships with internal stakeholders to align strategies and enhance service delivery.

Base Location: This is a hybrid role, requiring in-office presence two days per week in Swindon. Additional on-site days may be expected during the initial stages to support onboarding, training, and team integration. Occasional travel to the Reading site will also be required on an ad hoc basis.

Working Pattern: Full time 36 hours per week

What you should bring to the role

• Proven Contact Centre Leadership: Extensive experience guiding and managing large teams (300+ FTE) within a fast-paced contact centre environment.
• Operational & Performance Management: Expertise in managing day-to-day operations, driving efficiency while ensuring compliance with KPIs.
• Resilient & Influential Style: Assertive and confident in pushing back, when necessary, with the ability to inspire and influence at all levels.
• Customer-Centric Approach: Passionate about delivering an exceptional customer experience, ensuring first contact resolution and reducing complaints.
• Hands-On Operational Focus: A proactive principal who is comfortable managing large-scale operations while simultaneously implementing continuous improvement initiatives.
• Scope & Complexity Management: Capable of overseeing 2nd/3rd line teams, ensuring seamless service delivery at all levels.
• Customer-Centric Approach: Passionate about delivering an exceptional customer experience, ensuring first contact resolution and reducing complaints while aligning with Thames Water values.
• Strategic & Tactical Thinking: Capability to develop and implement improvement initiatives, optimise resources, and reduce operational costs.

What’s in it for you?
Join a dynamic work culture where collaboration, creativity, and a shared commitment to excellence are at the heart of everything we do. If you’re a people-oriented leader looking to make a real impact and help shape the future of customer service at Thames Water, apply now!

• Competitive salary from £55,000 to £70,000 per annum
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• Annual Bonus
• Private Medical Health Care
• 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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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, 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, so we encourage you to apply as soon as possible to avoid disappointment.