Process Owner

4 days ago

Swindon, United Kingdom Thames Water Utilites Full time

**Who are we?**

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion liters of water to around 10 million homes.

Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it to the environment.

**About the role**:
We are looking for an experienced Process Owner to join our evolving and busy New Accounts team based in Swindon. In this role, you will be responsible for the performance, governance, and control of the New Accounts systems and processes in line with the Billing strategy to continuously improve customer outcomes.

This role is currently hybrid where you will mainly be working remotely.

**What you’ll be doing**:

- Lead the continuous improvement of New Accounts systems & processes, assuring the delivery of customer outcomes
- Serve as the primary owner of Customer Journey tasks. Document all steps and touchpoints as appropriate.
- Lead on best practices and mentorship to customers on how best to implement products, processes, and solutions.
- Provide thought leadership with regards to overcoming challenges the customer is facing.
- Management of end-to-end New Accounts controls framework and operational reporting to assure the effective delivery of required account set up and billing process outcomes
- Manage multiple simultaneous process reviews, balancing priorities of business results, customer satisfaction, and technical quality.
- Working with the existing team to review and improve processes, so they are fit for purpose, accurate and lean
- Resolution and reporting of issues/control failures identified through the control’s framework
- Own New Accounts process risks and issues
- Support the resolution of complex customer issues
- Responsible for testing, script development, maintaining business support documentation, and business readiness
- Relationship Management with internal teams supporting New Account setup

**Your experience is likely to include**:

- Developing and running a controls framework
- Working in an SAP environment
- Driving excellence through Relationship and Contractor Management
- Operational expenditure and budget management
- Influencing and challenging at all levels and experience working with operational teams
- Designing, leading, and coordinating exploratory analysis activities including defining techniques, trends, and methods

**What’s in it for you**

The role is varied, allowing you to take responsibility and ownership, think outside the box, and have thoughts and ideas used to create and improve processes. This is a great opportunity to contribute to making improvements - our team thrives on being challenged and ensuring that we deliver the best outcomes for our customers and our business.

Our competitive salary package includes an excellent contributory pension, 26 days of holiday per year increasing with the length of service, and a wider benefits scheme.

Thames Water is a unique, rewarding, and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements, and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion, and Disability.

Confident Leader and we’re a Times Top 50 Employer for Women.

Click here to find out more about working at Thames Water

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