Head of Case Management

**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What you’ll be doing**
As the **Head of Case Management,** you will be accountable for leading the Billing Case Management team, which spans multiple customer contact channels. Accountable for the successful management and delivery of operational performance while providingleadership for delivering excellent customer experiences and resolving complex issues, getting things right first time.
This is a highly visible role engaging with senior stakeholders up to Executive level across the business. You will champion best practice ensuring we are making it simple for our customers and for our people.
Responsible for leading the definition of changes required to improve customer outcomes and for operationalising the changes through an agile approach and rigorous performance grip.
**What you should bring to the role**:

- Content/Technical_- Highly experienced in leading back office or Contact Centre teams - Able to drive and support individuals to be forward-thinking, ensuring that through data captured we understand customers’ needs/wants to drive improvements
- Experience in working in a highly visible operations role
- Leadership and Management_- Excellent communication skills both written and verbal
- Fantastic relationship management skills - forward-thinker who encourages others to challenge. Inspirational, build clear plans linked to our core purpose that are understood and adopted at all the levels in the team
- High emotional intelligence - ability to anticipate and deal with pressure, having the flexibility and staying power to support yourself and others
- Strategic and tactical thinker - a strategic thinker who stimulates ideas that are efficient, and outcome focused
- Budget_- Good financial acumen and analytical skills

**The role is Hybrid but would involve regular on-sight presence in office based at Walnut Court, Swindon.**
**What’s in it for you?**
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive**.** For our office-based roles we’re moving to a hybrid approach with various optionsacross working from home, office and our sites.
Our competitive salary and package include a bonus, car allowance, private healthcare, an excellent contributory pension and 26 days holiday per year increasing to 30 with length of service.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and a wider benefits scheme including our benefits hub, which is packedfull of offers and information to save you money and support your wellbeing.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate in a rota to provideCustomer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’llbe given full training - it’s also a great opportunity to learn more about our business and meet colleagues.