Customer Service Delivery Manager

Looking for Resilient, Customer-Focused Leadership with a Human Touch?
Are you ready to play a key role in an exciting turnaround within a thriving customer service function? At Thames Water, we’re seeking a hands-on, results-driven Customer Service Delivery Manager—someone who leads with credibility, empathy, and influence. You’ll inspire through action and support your team through collaboration, not control.

In this role, you’ll oversee our Billing Customer Service operations across multiple channels, including voice, email, webchat, WhatsApp, and social media.

What you’ll be doing as a Customer Service Delivery Manager
You’ll play a pivotal role in continuing the success of our established, high-performing team of over 300 FTEs. This isn’t about starting from scratch—it’s about nurturing what’s working, empowering our people, and elevating our performance to the next level.

This role requires strength, resilience, and strategic vision—but just as importantly, it demands someone who leads by example, builds trust, and develops others to thrive.

Your responsibilities will include:

• Leading and inspiring first-line managers to drive performance while supporting their growth and development.
• Developing and aligning 2nd and 3rd line teams with business goals, fostering collaboration and accountability.
• Driving process improvements to enhance customer satisfaction, reduce handoffs, and resolve issues at first contact.
• Championing change through thoughtful collaboration, not imposition—working cross-functionally to improve service delivery.
• Creating a culture of continuous improvement, where people feel supported, empowered, and valued.
• Strengthening relationships with key internal stakeholders to align strategies and deliver meaningful results.

Base Location
This is a hybrid role based in Swindon, requiring in-office presence two days per week, with more frequent attendance during onboarding. Occasional travel to our Reading site may also be required.

Working Pattern
Full-time, 36 hours per week 

What You Should Bring to the Role

• Proven Contact Centre Leadership – Demonstrated success in managing and supporting large-scale customer contact centre teams (300+ FTE), with a strong focus on people, performance, and service quality.
• Operational Excellence – A solid track record of delivering results through process efficiency, smart resource planning, and consistent achievement of KPIs—without compromising team morale or engagement.
• Empathetic, Influential Leadership – The ability to lead with authenticity, build trust across all levels, and inspire teams through clear communication and supportive coaching.
• Team-First Mindset – A genuine passion for developing talent, recognising contributions, and creating a culture where everyone can thrive and succeed together.
• Customer-Centric Thinking – A deep commitment to improving the customer journey, resolving issues effectively, and reducing complaints through thoughtful service design.
• Strategic & Tactical Agility – Skilled at managing day-to-day operations while identifying and driving long-term improvements that deliver lasting impact.

What’s in it for you?
We’ve built something special—and now we’re looking for someone who can help us go even further. If you're ready to lead through trust, collaboration, and purpose—apply now and join Thames Water’s transformation journey.

• 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.