Customer Incident Responder Team Manager

Thames Water Utilities Limited; United Kingdom; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading water utility company is seeking a Customer Incident Responder Team Manager to lead a dynamic team while ensuring effective delivery of water supplies during incidents. The role requires proven leadership skills and experience in customer-centric services, with a focus on continuous improvement. This hybrid role offers competitive salary, generous benefits, and opportunities for professional growth.

Benefits

26 days holiday, increasing to 30 with service

Generous pension scheme

Health and wellbeing benefits

Qualifications

• Proven experience delivering customer-centric services, ideally in fast-paced or operational environments.
• Experience leading, managing or supervising a team with confidence.
• Track record of driving continuous improvement and managing change effectively.

Responsibilities

• Lead, develop and motivate a team of 10–12 field-based Customer Incident Responders.
• Oversee delivery of alternative water supplies during incidents.
• Champion health, safety and wellbeing, delivering regular field-based initiatives.

Skills

Customer-centric services delivery

Team leadership and management

Continuous improvement

Analytical and problem-solving skills

MS Office tools (Excel, PowerPoint)

Job description

Job title Customer Incident Responder Team Manager Ref 43586 Division Asset Operations & Capital Delivery Location Hybrid - Kemble Court - RG2 6AD Contract type Permanent Full/Part-time Full-time Salary This role will be paid from £38,180 to £45,000 per annum depending on skills and experience, plus additional standby payments (roughly £1,500 per year) Job grade B Closing date 05/01/2026

What you’ll be doing as a Customer Incident Responder Team Manager

• You will lead, develop and motivate a team of around 10–12 field-based Customer Incident Responders, supporting performance, wellbeing and attendance while fostering a high-performing, customer-first culture.
• You will be responsible for the field delivery of alternative water supplies during and after incidents, including the setup and management of bottled water stations and the delivery of bottled water to Priority Services Register customers.
• Outside of live incidents, you will oversee planned activities such as bottled water station location validation and readiness checks to ensure teams are always prepared.
• You will champion a zero-compromise approach to health, safety and wellbeing, delivering regular field-based.
• You will drive continuous improvement within the CIR function, leading change initiatives that enhance service quality, efficiency and customer experience.

Base Location: Kemble Court (RG2 6AD) with field work.

Working pattern: Shift based role between 7am and 9pm, including standby rotation (1 in 4 weeks)

Hybrid working: 2–3 days per week in the office or out in the field

What you should bring to the role

• Proven experience delivering customer-centric services, ideally in fast-paced or operational environments.
• Experience leading, managing or supervising a team, with the confidence to motivate, support and develop others.
• A track record of driving continuous improvement and managing change effectively.
• Strong analytical and problem-solving skills, with experience producing clear reports and presentations.
• Working knowledge of water or utilities industry operations will be beneficial
• Experience using MS Office tools such as Excel and PowerPoint.

What’s in it for you?

• This role will be paid from £38,180 to £45,000 per annum, depending on skills and experience, plus additional standby payments. (roughly £1,500 per year)
• 26 days holiday per year, increasing to 30 with the length of service. (plus holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

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.