Head of Customer Operations

Pertemps; Old Warren; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading water company in the UK is seeking a Head of Customer Operations to lead the waste and water customer contact teams. This pivotal role involves shaping a customer operations strategy, managing high-performing teams, and driving operational excellence. Candidates should have a strong background in senior management and operational impact on customer experience. The position offers a competitive salary and various benefits including a contributory pension and annual leave.

Benefits

Competitive salary between £80,000 – £100,000

26 days annual leave, increasing to 30

Contributory pension, maximum 12% employee contribution

Personal medical assessments annually

Free gym pass and access to wellbeing apps

Wider benefits scheme with dedicated benefits hub

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.
• 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.

Responsibilities

• Shape and deliver a customer operations strategy aligned with business goals.
• Lead high-performing teams managing routine contacts, major events, and complaints.
• Act as the senior point of contact during operational incidents.
• Drive continuous improvement initiatives to enhance customer experience.
• Manage relationships with senior stakeholders and operational teams.
• Take full accountability for P&L and cost-to-serve performance.

Skills

Senior management success

Understanding operational impact on customer experience

Planning and problem-solving

Budget management and P&L accountability

Leadership and team development

Curiosity for digital advancements

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.