CSL Supervisor

Thames Water Ltd; Rickmansworth; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Company Van

26 days holiday + Bank Holidays

Performance bonus

Pension scheme

Health & wellbeing benefits

Cycle to Work

Job summary

Thames Water is seeking a CSL Supervisor to oversee Customer Side Leakage performance. You will manage service providers, use data to identify improvement opportunities, and drive safe, efficient leakage work across field operations.

The role is predominantly field-based with a hybrid base at Maple Lodge, WD3 9SQ. You will report on KPIs, support customer outcomes, and collaborate with delivery teams to meet regulatory targets.

Qualifications

• Experience in supervising field teams and service providers.
• Strong data analysis and reporting capability.
• Proven ability to influence safety and delivery standards.

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.
• Build relationships with internal and external stakeholders.

Skills

Workload management

Analytical skills

Excel

Communication skills

Stakeholder management

Problem solving

Attention to detail

Customer focus

Quality & safety culture

Education

NRSWA Accreditation

NRSWA Supervisor Qualification

EU Skills Water Hygiene Qualification

Tools

Excel

Microsoft Office

Job description

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

Essential Skills

• 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.

Essential Experience

• 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.
• NRSWA Supervisor Qualification.
• EU Skills Water Hygiene Qualification.

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.

Learn more about our purpose and values

Working at Thames Wate
r

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.

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.