Head of Customer Operations

idibu; England; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading water and wastewater company in the UK is seeking an experienced Head of Customer Operations to shape and deliver customer operations strategy. The role involves leading high-performing teams, managing stakeholder relationships, and driving continuous improvement initiatives to enhance customer experience. The ideal candidate will have proven success in senior management and a strong understanding of operational impact on customer service.

Benefits

Competitive salary

26 days annual leave

Contributory pension

Personal medical assessments

Gym pass

Qualifications

• Proven success in senior management within a complex organisation.
• Strong understanding of how operational activity impacts customer experience.
• Excellent planning, problem-solving and decision-making skills under pressure.

Responsibilities

• Shape and deliver a customer operations strategy that aligns with vision and business goals.
• Lead high-performing teams managing routine contacts, major events, and complex complaints.
• Manage relationships with senior stakeholders and cross-functional operational teams.

Skills

Leadership

Operational management

Budget management

Problem-solving

Job description

We’re looking for an experienced and strategic leader to join Thames Water as Head of Customer Operations. This pivotal role is located within our Operations Service & Control Centre and will lead the waste and water customer contact teams, driving operational excellence across the entire customer journey.

What you’ll do

• Shape and deliver a customer operations strategy that aligns with our vision and business goals.
• Lead high‑performing teams that manage routine contacts, major events and complex complaints.
• Act as the senior point of contact during operational incidents, providing timely customer impact updates.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Manage relationships with senior stakeholders and cross‑functional operational teams.
• Take full accountability for P&L and cost‑to‑serve performance.

About you

• Proven success in senior management within a complex organisation.
• Strong understanding of how operational activity impacts customer experience.
• Excellent planning, problem‑solving and decision‑making skills under pressure.
• Experience managing budgets, forecasting and P&L accountability.
• Ability to inspire and develop high‑performing teams, fostering a coaching culture.
• Demonstrable curiosity and interest in how digital advancement can shape customer experience.

Key behaviours

• Passion for delivering outstanding customer service.
• Curiosity and continuous improvement mindset.
• Bravery to challenge and innovate.
• Resilience and tenacity to lead through change.

Benefits

• Competitive salary £80,000 – £100,000 per annum, depending on experience.
• Annual leave 26 days per year, increasing to 30 days with length of service (plus bank holidays).
• Contributory pension – Defined Contribution, maximum 12% employee contribution.
• Personal medical assessments – open to all once a year.
• Gym pass – free fitness plan and access to wellbeing apps for you and up to three family members.
• Wider benefits scheme with a dedicated benefits hub.

Working at Thames Water

We’re the UK’s largest water and wastewater company, supporting over 16 million customers. If you’re passionate about making a difference and driving operational excellence, we invite you to explore a career with us.