Operations Programme Lead

2 weeks ago


Reading, Reading, United Kingdom Thames Water Full time
About the Role

We are seeking an experienced Operations Programme Lead to join our team at Thames Water. As a key member of our operations team, you will be responsible for leading projects and programmes to drive a step change in our operational complaints and customer performance.

Key Responsibilities
  • Manage a programme team to deliver high-quality customer service to our operational household customers.
  • Lead change within a dynamic operational environment and build a continuous improvement culture.
  • Collaborate with key stakeholders in complaints management, customer contact, and customer improvement activity.
  • Develop and progress reporting of a customer measure of experience (C-Mex) improvement plan.
  • Engage with operations customer contact, case management, complaints handling teams, and other stakeholders.
Requirements
  • Experience in customer service or complaints management at a management level.
  • Experience in developing process improvements and steering regulatory customer improvement.
  • Ability to use data and insight to inform focus areas for improvement.
  • Proactive and solutions-focused approach to activities.
  • Ability to build cohesive relationships and influence key stakeholders.
What We Offer
  • Competitive salary up to £60,000 per annum.
  • 26 days holiday per year increasing to 30 with length of service.
  • Contributory pension and wider benefits scheme.

At Thames Water, our purpose is to deliver life's essential service to our customers, communities, and planet. We are committed to taking care of our water resources and ensuring that every drop is used efficiently. If you are passionate about delivering excellent customer service and improving customer experience, we encourage you to apply for this exciting opportunity.


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