CSL Supervisor

Thames Water Utilities Limited; Greater London; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Company van

26 days holiday + bank holidays

Performance bonus

Pension scheme

Job summary

Thames Water Supervisor role based in hybrid-field settings. You will oversee CSL activities, drive leakage reduction, and ensure safe, compliant delivery while managing service providers and reporting performance.

Key duties include monitoring KPIs, guiding improvement initiatives, and collaborating with operations teams to resolve complex issues and enhance customer journeys.

Qualifications

• Experience leading field-based teams in utilities or regulated sectors.
• Strong analytical and data-driven decision-making skills.
• Excellent communication and stakeholder engagement abilities.

Responsibilities

• Monitor and challenge contractor performance against KPIs and SLAs.
• Prioritise leakage activities to maximise reduction and efficiency.
• Lead assurance activities to ensure accurate reporting and safe delivery.
• Support resolution of urgent operational issues and customer queries.

Skills

Excel

Full UK Driving Licence

Stakeholder management

Data analysis

Tools

Microsoft Office

Job description

Job title CSL Supervisor Ref 45881 Division Retail Location Hybrid - Field Based Contract type Permanent Full/Part-time Full-time Hours 36 hours per week Salary A competitive salary starting of £38,000 and up to £46,000 per annum, depending on skills and experience. Job grade B Closing date 08/10/2026

Make Every Drop Count

At Thames Water, we provide life’s essential service to millions of customers every day. Reducing leakage is one of our biggest priorities, and that's where you come in.

We're looking for a CSL Supervisor to help drive performance across our Customer Side Leakage (CSL) programme. This is an exciting opportunity to combine operational expertise, data-driven decision-making, and stakeholder management to make a real difference to customers, communities, and the environment.

If you enjoy solving problems, improving performance, working collaboratively with operational teams, and influencing outcomes, this could be the perfect next step in your career.

What You'll Be Doing

as a CSL Supervisor, you'll play a central role in ensuring Customer Side Leakage activities are delivered efficiently, safely, and in line with Thames Water's performance commitments.

You'll oversee the performance of our service providers, using data, insight, and field-based assurance activities to identify opportunities, tackle challenges, and drive continuous improvement. You'll be responsible for ensuring leakage activities are prioritised effectively, customer issues are resolved efficiently, and performance outcomes are accurately reported.

Working closely with our Service Delivery teams, Leak Detection specialists, and Service Providers, you'll help ensure we meet both our regulatory targets and our commitment to customers.

Key Responsibilities

Drive Operational Performance

• Monitor and challenge service provider performance against KPIs, SLAs, and delivery plans.
• Ensure leakage activities are prioritised effectively to maximise leakage reduction.
• Support the resolution of urgent and high-priority operational issues.
• Carry out assurance activities to ensure jobs are completed accurately and performance is correctly reported.
• Support leakage optimisation and performance improvement initiatives across the business.

Use Insight to Improve Outcomes

• Investigate trends, and identify root causes of performance issues.
• Turn operational information into actionable recommendations.
• Use reporting and real-time system data to drive decision-making and improve delivery.
• Identify opportunities to improve efficiency, customer outcomes, and operational performance.

Support Customers and Communities

• Help resolve complex customer issues and complaints.
• Work collaboratively with operational teams to improve the end-to-end customer journey.
• Support initiatives that encourage customer self-fix solutions where appropriate.

Lead Through Influence

• Build strong relationships with internal and external stakeholders.
• Provide performance insight and feedback to operational teams and service providers.
• Challenge constructively to improve safety, quality, and delivery standards.
• Lead by example and champion Thames Water's values and behaviours.

Health, Safety and Compliance

• Promote a zero-compromise approach to Health & Safety.
• Ensure service providers comply with Thames Water policies and regulatory requirements.
• Support a strong water quality and compliance culture across all activities.

This role is predominantly Field based with a Base Location: Hybrid - Maple Lodge (STW) - WD3 9SQ

Hours: 36 hours per week

What You'll Bring

• Excellent workload management and the ability to prioritise effectively in a fast-paced environment.
• Strong analytical skills and confidence using Excel and Microsoft Office applications.
• Outstanding written and verbal communication skills.
• Ability to influence stakeholders and challenge performance constructively.
• Strong problem-solving and decision-making skills.
• High levels of accuracy and attention to detail.
• A customer-focused approach with a passion for delivering positive outcomes.
• Experience promoting a quality-first and safety-led culture.
• Supervisory, operational support, or quality assurance experience within the water industry, utilities sector, or a similar regulated environment.
• Experience working in fast-paced operational environments with multiple competing priorities.
• Track record of managing contractor or service provider performance.
• Demonstrated success in improving customer journeys and resolving operational issues.
• Knowledge of carrying out assurance activities, audits, and compliance checks.
• Familiarity with monitoring Health & Safety, quality, and performance standards.
• Full UK Driving Licence.

Desirable Qualifications

• New Roads and Street Works Act (NRSWA) Accreditation.

What’s in it for you?

• A competitive salary starting of £38,000 and up to £46,000 per annum, depending on skills and experience.
• Company Van
• Generous holiday allowance – 26 days plus bank holidays, rising to 30 days with service.
• Performance-related bonus – linked to company and individual success.
• Pension scheme – through AON.
• Health & wellbeing benefits – including annual health MOTs, physiotherapy, counselling, and more.
• Lifestyle perks – Cycle to Work scheme, shopping vouchers, life assurance, and more.
• Performance-related pay plan directly linked to company performance measures and targets.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

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.

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 meaningful career opportunities, flexible working arrangements and excellent benefits.

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.

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

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process . If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support .

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 and meet colleagues.