Transformation Excellence Manager

4 days ago


Swindon, Swindon, United Kingdom Thames Water Full time

Thames Water is seeking a Senior Delivery Manager to play a key role in reducing customer complaints and enhancing service delivery.

About the Role

You will work closely with the Head of Complaints Transformation, creating and executing a detailed plan to meet complaints reduction targets. Your responsibilities include:

Governance, Risk & Programme Reporting:
  • Maintaining the integrated transformation plan across Customer Service.
  • Identifying and managing risks, and setting governance standards.
Assurance:
  • Tracking performance against key metrics, aggregating risks and issues, and facilitating resolution.
  • Ensuring programme and projects assurance reviews are completed, identifying action plans for improving performance.
  • Supporting the establishment and reporting of risk management for Retail Digital Programmes.
Continuous Improvement / Operational Excellence:
  • Briefly support the building of a coaching network within the CS organisation.

Location: Walnut Court - SN2 8BN

Hours: Monday to Friday, 36 hours per week

What We Offer
  • A competitive salary between £65,000 and £70,000 per annum, depending on skills and experience.
  • 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
  • A generous contributory pension.
  • Personal Medical Assessments available once a year.
  • A benefits scheme including our benefits hub, offering discounts and information to save money and support wellbeing.

We strive to deliver life's essential service, ensuring customers, communities, and the planet thrive. Water is life's great leveller, but keeping it flowing is becoming harder due to extreme weather. Our goal is to provide millions more kettles boiling, public services operating, washing machines spinning, showers running, and more.

We value diversity and inclusion, aiming to create a business that is representative of society. We seek talented individuals who can offer different attitudes, values, talents, and knowledge. Our aim is to ensure Thames Water is a diverse and inclusive place to work, encouraging applications from everyone and offering extra support throughout the recruitment process.



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