Customer Service Delivery Manager

TN United Kingdom; Swindon; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Delivery Manager to lead a thriving team in Swindon. This hybrid role involves overseeing operations across multiple channels and fostering a culture of continuous improvement. If you have a proven track record in contact centre leadership and a passion for enhancing customer experiences, this is your chance to make a significant impact. Join a forward-thinking company dedicated to transforming customer service and empowering its workforce. Your leadership could shape the future of customer interactions in a dynamic environment.

Benefits

Annual Leave - 26 days holiday

Car Allowance

Annual Bonus

Private Medical Health Care

Health MOTs

Physiotherapy

Counselling

Cycle to Work schemes

Shopping vouchers

Life assurance

Qualifications

• Proven experience managing large-scale customer contact centre teams.
• Strong focus on process efficiency and achieving KPIs.

Responsibilities

• Lead and inspire first-line managers to drive performance.
• Champion change through collaboration to improve service delivery.

Skills

Contact Centre Leadership

Operational Excellence

Empathetic Leadership

Customer-Centric Thinking

Strategic Agility

Job description

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Customer Service Delivery Manager, Swindon

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Client:

Location:

Swindon, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

20ce4c177cf6

Job Views:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

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 is seeking a hands-on, results-driven Customer Service Delivery Manager who leads with credibility, empathy, and influence. You’ll inspire through action and support your team through collaboration, not control.

In this role, you’ll oversee our Billing Customer Service operations across multiple channels, including voice, email, webchat, WhatsApp, and social media.

What you’ll be doing as a Customer Service Delivery Manager

You’ll play a pivotal role in continuing the success of our established, high-performing team of over 300 FTEs. This isn’t about starting from scratch—it’s about nurturing what’s working, empowering our people, and elevating our performance to the next level.

This role requires strength, resilience, and strategic vision—but just as importantly, it demands someone who leads by example, builds trust, and develops others to thrive.

Your responsibilities will include:

1. Leading and inspiring first-line managers to drive performance while supporting their growth and development.
2. Developing and aligning 2nd and 3rd line teams with business goals, fostering collaboration and accountability.
3. Driving process improvements to enhance customer satisfaction, reduce handoffs, and resolve issues at first contact.
4. Championing change through thoughtful collaboration, not imposition—working cross-functionally to improve service delivery.
5. Creating a culture of continuous improvement, where people feel supported, empowered, and valued.
6. Strengthening relationships with key internal stakeholders to align strategies and deliver meaningful results.

Base Location

This is a hybrid role based in Swindon, requiring in-office presence two days per week, with more frequent attendance during onboarding. Occasional travel to our Reading site may also be required.

Working Pattern

Full-time, 36 hours per week

What You Should Bring to the Role

1. Proven Contact Centre Leadership – Demonstrated success in managing and supporting large-scale customer contact centre teams (300+ FTE), with a strong focus on people, performance, and service quality.
2. Operational Excellence– A solid track record of delivering results through process efficiency, smart resource planning, and consistent achievement of KPIs—without compromising team morale or engagement.
3. Empathetic, Influential Leadership– The ability to lead with authenticity, build trust across all levels, and inspire teams through clear communication and supportive coaching.
4. Team-First Mindset– A genuine passion for developing talent, recognising contributions, and creating a culture where everyone can thrive and succeed together.
5. Customer-Centric Thinking– A deep commitment to improving the customer journey, resolving issues effectively, and reducing complaints through thoughtful service design.
6. Strategic & Tactical Agility– Skilled at managing day-to-day operations while identifying and driving long-term improvements that deliver lasting impact.

What’s in it for you?

We’ve built something special—and now we’re looking for someone who can help us go even further. If you're ready to lead through trust, collaboration, and purpose—apply now and join Thames Water’s transformation journey.

• Competitive salary from £55,000 to £70,000 per annum
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• Annual Bonus
• Private Medical Health Care
• Access to benefits supporting your health, wellbeing, and finances—such as health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.

Who are we?

We’re the UK’s largest water and wastewater company, serving over 16 million customers daily. We aim to build a better future for all, helping our customers, communities, people, and the planet to thrive. We’re committed to diversity and inclusion, welcoming applications from everyone and providing support throughout the recruitment process.

Join us to make a difference, support our customers, and help protect water resources for future generations. Together, we can build a better future.

Real purpose, real support, real opportunities. Come and join the Thames Water family.