Digital Service Operations Manager

2 days ago


Reading, Reading, United Kingdom Thames Water Full time

We're seeking an exceptional leader to drive the success of our Digital Customer Service Team.

About Us

At Thames Water, our purpose is to deliver life's essential service. We strive to maintain water flow while addressing the impact of extreme weather on our pipes and local rivers.

Key Responsibilities
  • Lead a team of approximately 13 Digital Customer Service Advisors, primarily handling customer interactions on social media with occasional support on other channels.
  • Demonstrate strong communication and influence skills to inspire and guide the team in transforming complex situations into positive outcomes.
  • Effectively communicate and implement business changes, technical updates, and process improvements to enhance team performance.
  • Take proactive steps to address and escalate issues, ensuring positive resolutions for customers.
  • Represent the company as a key part of a team operating on a variable shift pattern.
  • Collaborate closely with stakeholders across the Social Media team and the broader Operations department.
Requirements
  • Proven leadership abilities with experience in developing and inspiring teams to excel.
  • Excellent coaching skills, with a talent for fostering team growth to enhance customer service.
  • Exceptional customer service and communication skills—proficient in-person, over the phone, and particularly in written communication.
  • Strong understanding of operational business functions.
  • Willingness to work flexible hours aligned with customer demand.
  • Skilled in building relationships at all levels and influencing beyond direct authority.
  • Adaptable and positive in response to evolving customer and business needs.
What We Offer
  • A salary range of £28,080 - £42,000 per annum depending on experience.
  • 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays).
  • Contributory pension – Defined Contribution - Maximum of 12%.
  • Personal Medical Assessments – Open to all once a year.
  • A comprehensive benefits scheme including our benefits hub, packed full of offers and information to save you money and support your wellbeing.


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