Head of Customer Operations

We're looking for an experienced and strategic leader to join Thames Water as Head of Customer Operations. This is a pivotal role within our Operations Service & Control Centre, responsible for leading our waste and water customer contact teams. You'll oversee the entire customer journey—from first contact through incident management and complaint resolution—ensuring exceptional service and operational excellence.

What you'll do as a Head of Customer Operations

• Shape and deliver customer operations strategy aligned with our vision and goals.
• Lead high-performing teams managing routine contacts, major events, and complex complaints.
• Act as the senior point of contact during operational incidents, providing timely customer impact updates.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Manage relationships with senior stakeholders and operational teams across the business.
• Take full accountability for P&L and cost-to-serve performance.

About You

We're looking for someone who combines strategic thinking with hands-on leadership. You'll have:

• Proven success in senior management within a complex organisation.
• Strong understanding of how operational activity impacts customer experience.
• Excellent planning, problem-solving, and decision-making skills under pressure.
• Experience managing budgets, forecasting, and P&L accountability.
• Ability to inspire and develop high-performing teams, fostering a coaching culture.
• Demonstrable curiosity and interest in how digital advancement can shape customer experience and drive enhanced levels of service.

Key Behaviours

• Passion for delivering outstanding customer service.
• Curiosity and a continuous improvement mindset.
• Bravery to challenge and innovate.
• Resilience and tenacity to lead through change.

Why Join Us?

At Thames Water, we're committed to creating a culture where people thrive and customers receive the best possible service. If you're ready to make a real impact and lead with purpose, we'd love to hear from you.

What's in it for you?

• Competitive salary between £80,000 & £100,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Gym Pass – A free fitness plan and access to several wellbeing apps for you and up to three family members, as well as discounted plans nationwide.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you're interested in a role in one of our call centres or science labs, we're looking for people like you with real passion and a burning desire to make things better.

So, 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 with real purpose, real support, and real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we're here to help and support you.

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, meet colleagues and earn some extra money along the way.

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.