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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 Team Leader you will develop and manage a team of Collections Agents. Focusing on first contact resolution within a collection’s environment; you will ensure your team drive the right customer outcomes based on the customer circumstances and deliver an excellent customer experience. Working in a busy blended environment, managing all forms of contact, you will be responsible for driving operational performance in your team, as well as individual

Responsibilities

Leader & Coach- Be the head coach: bring out the best in your people and yourself

People Manager - Support your people through internal processes

Assurer & Reviewer - Deliver great service compliantly and in line with Thames’ priorities

Continuous Improver - Share a sense of ownership to embed business change

Content Expert - Know your business area well – best in practice , lead by example

Our Financial Customer Care department is open between the hours of 8 am to 8 pm Monday to Friday and on 1 in 3 Saturdays between 8 am to 1 pm. The role of Collections Team Leader is a shift-based, hybrid role, full-time working 36 hours a week (8.00 am - 3.45 pm, 10.00 am - 5.45 pm & 12.15 pm - 8.00 pm on a rotation).

Please note the role will be office-based during training and once probation is complete, the role will move to hybrid working.

What you should bring to the role

• Collections experience and TW experience desirable
• Significant relevant customer-facing experience and understanding of the business.
• Excellent Customer Service skills
• Ability to lead and develop people within a team
• Effective coaching skills
• Effective feedback skills, able to deliver challenging conversations as well as performance developmental feedback
• Change Management skills
• Excellent communication and interpersonal skills.
• Commercial acumen
• Working knowledge of Collections processes and systems is desirable
• Competent with Microsoft Office software

What’s in it for you?

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

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 and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

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, when a crisis happens, we all rally round 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 a earn bit of extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.