Customer Rep Team Manager

Thames Water; Reading; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A major water and wastewater company is looking for a Customer Rep Team Manager to lead and develop a field-based team of Customer Representatives. This role involves ensuring top-quality customer support during incidents and managing performance and wellbeing within the team. Applicants should have proven leadership experience, strong communication skills, and the ability to drive improvement in processes. This position offers a salary ranging from £38,180 to £45,000 with extensive benefits including a comprehensive pension scheme and annual leave.

Benefits

26 days holiday plus bank holidays

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Proven experience in operational or field-based customer service environments.
• Experience managing or supervising a team with a performance-driven approach.
• Ability to engage and influence stakeholders effectively.

Responsibilities

• Manage a field-based team delivering customer support.
• Oversee incident management and customer complaints.
• Drive productivity and quality across customer workstreams.

Skills

Customer-focused service delivery

Team leadership

Strong communication

Analytical skills

Problem-solving

MS Office proficiency

Tools

MS Excel

MS PowerPoint

Job description

This is a hands‑on leadership role where you will manage a field‑based team delivering face‑to‑face customer support during incidents, complaints and proactive customer activity. You will play a key role in protecting customer experience during challenging situations, while developing a high‑performing, safety‑focused team.

What you’ll be doing as a Customer Rep Team Manager

• Leading, developing and motivating a team of around 13–15 field‑based Customer Representatives, including performance, wellbeing and absence management.
• Managing the delivery of customer‑facing activity during and after operational incidents, ensuring customers feel supported and informed.
• Overseeing field‑based support linked to customer complaints, claims, CGS and compensation activity when required.
• Driving productivity and quality across customer workstreams such as incidents, aftercare, operational support and proactive complaint deflection.
• Acting as a key point of collaboration across Customer Operations, including Incident Management, OCC, Complaints and Aftercare teams.
• Ensuring a zero‑compromise approach to health, safety and wellbeing through regular field‑based checks, briefings and assurance activity.
• Leading continuous improvement initiatives to enhance customer service delivery and team effectiveness.

Base location: Kemble Court, RG2 6AD, with regular field activity.

Working hours: This role operates on a varied shift pattern between 7am and 9pm, including a standby rotation. Hybrid working applies, with around 2–3 days per week based at Kemble Court or in the field.

What you should bring to the role

• Proven experience delivering customer‑focused services, ideally in operational or field‑based environments.
• Experience leading, managing or supervising a team, with a supportive and performance‑driven approach.
• Strong communication skills, with the confidence to engage and influence stakeholders at all levels.
• A track record of driving improvement and managing change in fast‑paced environments.
• Strong analytical and problem‑solving skills, with experience producing clear reports or presentations.
• Good working knowledge of water and utility industry operations would be beneficial.
• Confident use of MS Office tools, particularly 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 bank 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.

Find out more about our benefits and perks.

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 Water

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 fast‑tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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

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.