Quality & Training Lead

This is an exciting time to join the business and be part of our change- improving the experience of our Developer Services customers, measured via the regulatory DMEX performance, is a key driver for our team. This is a new role that will help us make a step change and achieve our journey from regulatory penalty to reward. You will ensure our team have the right skills to give our customers the best possible experience and ensure that we have a robust approach to assure the service that we deliver to our customers.

What you’ll be doing as a Quality & Training Lead

This role is responsible for the design and delivery of customer-centric learning solutions, ensuring our team members and partners are trained and skilled to serve our customers and provide the best possible experience.

You will be responsible for driving the expansion and delivery of the quality framework across Developer Services, ensuring customer experience and standards are delivered consistently through our various journeys, teams, partners, and channels. You will ensure that we take a varied approach to investigating & assessing the quality of our customers’ experience and identifying opportunities for improvement.

Responsibilities include:

• Develop and deliver induction and customer experience training for Developer Services, ensuring effectiveness and ongoing reinforcement.
• Monitor training compliance and promote digital learning opportunities; collaborate with leadership to enhance engagement.
• Oversee the development of a customer-centric quality framework, incorporating best practices and quality assurance processes.
• Manage Quality Advisors, ensuring role clarity, calibration, and the use of dashboards to drive improvements.
• Lead investigations into customer journeys, communicate findings, and implement targeted improvements.
• Deliver impactful communications of insights and recommendations to all organisational levels.

Location: Hybrid - Clearwater Court, Reading

Working hours: 36 - Monday to Friday between 8am and 5pm

What you should bring to the role

To thrive in this role, the essential criteria you’ll need are:

• Expertise in Training Program Development and Delivery.
• Strong Leadership Abilities.
• Stakeholder Management and Engagement Skills.
• Customer-Centric Approach.
• Effective Planning and Prioritisation.
• Organisation and Influencing Skills.
• Operational Process Governance Knowledge.

What’s in it for you?

• Offering a salary between £36,000 - £44,000 per annum, depending on experience.
• 26 days of holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• Performance-related pay plan directly linked to both company and individual 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.