Customer Service Delivery Manager

Thames Water Utilities Limited; Swindon; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Delivery Manager to lead a high-performing team in a hybrid role. This position offers the opportunity to inspire and empower staff while driving performance and improving customer satisfaction across multiple channels. With a focus on operational excellence and a customer-centric mindset, you will play a vital role in shaping a thriving team culture. The company offers competitive salary and benefits, alongside a commitment to diversity and inclusion. If you're ready to make a significant impact, this role is for you.

Benefits

Car allowance

Healthcare

Annual leave

Wellbeing schemes

Bonus

Qualifications

• Proven leadership in managing large teams in contact centres.
• Strong focus on operational efficiency and KPI achievement.

Responsibilities

• Lead a high-performing team of over 300 FTEs to drive performance.
• Champion change and process improvements for enhanced customer satisfaction.

Skills

Leadership in large-scale contact centres

Operational excellence

Empathetic communication

Talent development

Customer-centric mindset

Strategic and tactical agility

Job description

Job title: Customer Service Delivery Manager Ref 39986

Division: Retail

Location: Hybrid - Walnut Court - SN2 8BN

Contract type: Permanent

Full/Part-time: Full-time

Salary: £55,000 - £70,000 per annum, dependent on experience, plus car allowance, bonus, healthcare, and other benefits

Job grade: C

Closing date: 13/05/2025

Looking for Resilient, Customer-Focused Leadership with a Human Touch?

Are you ready to play a key role in an exciting turnaround within a thriving customer service function? Thames Water seeks a hands-on, results-driven Customer Service Delivery Manager who leads with credibility, empathy, and influence. Inspire through action and support your team via collaboration.

This role oversees Billing Customer Service operations across multiple channels, including voice, email, webchat, WhatsApp, and social media.

What you’ll be doing

Lead a high-performing team of over 300 FTEs, nurturing existing success, empowering staff, and elevating performance. The role demands strength, resilience, strategic vision, leadership by example, trust-building, and talent development.

Your responsibilities will include:

• Leading and inspiring first-line managers to drive performance and growth.
• Aligning 2nd and 3rd line teams with business goals, fostering collaboration.
• Driving process improvements to enhance customer satisfaction and first contact resolution.
• Championing change through collaboration to improve service delivery.
• Creating a culture of continuous improvement where staff feel supported and valued.
• Strengthening relationships with internal stakeholders to deliver results.

Base Location

Hybrid role based in Swindon, requiring in-office presence two days a week, with occasional travel to Reading.

Working Pattern

Full-time, 36 hours/week.

What you should bring

• Proven leadership in large-scale contact centres (300+ FTE).
• Operational excellence in process efficiency and KPI achievement.
• Empathetic, influential leadership with strong communication skills.
• Passion for talent development and creating a thriving team culture.
• Customer-centric mindset focused on improving the customer journey.
• Strategic and tactical agility for daily operations and long-term improvements.

What’s in it for you?

Join Thames Water to lead through trust, collaboration, and purpose. Benefits include competitive salary, annual leave, bonus, healthcare, and wellbeing schemes.

We’re committed to building a diverse, inclusive workplace that supports all applicants. Support is available throughout the recruitment process. Full training is provided for ambassador roles supporting our customers during crises.

Note: The application deadline may close early due to high volume. Apply promptly to avoid missing out.