Customer Service Delivery Manager

1 week ago


Reading, Reading, United Kingdom Thames Water Full time

Who are we?
Thames Water is the UK's largest water and wastewater company.

We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you'll be doing

As the Customer Service Delivery Programme Manager, you will be responsible for the performance management of our key supply partners' customer services, ensuring that their customer contact, planning and scheduling and other services being provided are deliveredto the delight of our customers and key stakeholders.

In performing this supplier performance management, you will be required to be commercially astute and work with the commercial management team to deliver change in compliance with the commercial agreements.

You will work with other teams in Wholesale Services and across Retail to ensure
compliance with the brand, marketing and customer journeys.

Working with these teams to improve journeys and create new customer journeys where required that deliver exceptional services to our customers and other desired outcomes such as demand reduction.

As the Customer Service Delivery Programme Manager, you'll be responsible for the achievement of key service level agreements and key performance indicators that relate to your work in order to deliver against D-Mex, C-Mex and R-Mex measures.


The key accountabilities for this role will be:

  • To lead a customer focussed culture unrelenting in its pursuit of excellence in service delivery to both internal and external customers.
  • Proactively ensuring every customer touch point is a positive experience to remember.
  • Accountable for Service Delivery achieving leadingedge performance in the services it provides to achieve exceptional D-Mex, C-Mex and R-Mex outcomes
  • Actively protecting, managing and enhancing Thames Water's reputation with external customers and stakeholders.
  • Ensuring the provision of qualityassured data, information and management reporting to meet the needs of the customer.
  • Maintain a strong internal and external stakeholder relationship to actively protect and enhance Service Delivery and Thames Water's reputation with external customers.
  • Delivering sustainable financial outperformance against approved budgets
  • Developing and delivering an optimised planning and scheduling service to achieve all regulatory, statutory and internal outputs, deadlines and targets
  • Delivering successful technical solutions that provide optimal value for money for customers and Thames Water.
  • Proactively managing the Programme risk in relation to customer service performance
  • Managing change and administering the contract for service providers.
  • Ensure quality systems and processes are complied with so outcomes meet all standards.
  • Providing assured compliance with statutory obligations, including the CDM Regulations 2015 and embedding leading indicators that drive triple zero performance

For this Customer Service Delivery Programme Manager's position, you will have Strong Health and Safety within a construction or engineering background, ideally holding a NEBOSH-qualified level.

You will be a strong communicator both written and verbal atall levels, comfortable and confident in your presentation skills.
You will be strongly experienced in the development and delivery of services for a broad range of customers. Including customer journey development, implementation and continuous improvement.

You'll be an experienced leader, with a proven background of leading teams and advising senior colleagues to enable the delivery of core business goals.

You will be able to exert influence with the ability to challenge and drive momentum across all levels internallyand externally.

Also, you will be effectually using your knowledge of best practice policies, processes and procedures required to execute a strong, effective management framework

What's in it for you?
This is a permanent position offering up to £75,000 per annum, depending on knowledge and experience. There is also a competitive pension scheme, car allowance and other wider benefits included within the package.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you moneyand support your well-being.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you'll enjoy a fulfilling career and flexible working arrangements.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers.

As part of Team Thames, you'll have the opportunity to sign up to support our customerson 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 a earn bit of extra money along the way.



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