What is the purpose of the role?
You will work in the north London network team providing essential services for our 8 million customers north of the river Thames. Specifically you will work to transform the quality of service we deliver to our customers every day. As the customer and continuous improvement manager, you will be the 'go-to' person within the region for all high level Customer-related issues and queries, managing the customer's journey through to resolution. In addition, you will work closely with a range of internal stakeholders to roll out and recommend improvement initiatives that will directly affect your area. A key aspect of the role is championing the customer within your region and bringing the voice of the customer to life for your peers across the different functional departments. You will play a crucial role in identifying improvements and owning continuous improvement initiatives to ensure we offer all of our customers the highest level of service.
What makes this role unique?
The sky is the limit! You'll have the opportunity to dramatically improve the service we deliver to our customers across North London. The role is embedded within a high performing operational team ensuring that you will see first-hand the impact of your continuous improvement work. You will get stuck in with both the resolution of high profile customers and the implementation of improvement initiatives to improve the performance of our network. You will be given clear autonomy and support to impact changes that are both local and department wide.
What will this role involve?
Key responsibilities include:
Identifying recurring faults and issues and introducing new ways of working to reduce the reoccurrence of these.
Bringing the voice of the customer to life in a meaningful way for a variety of audiences.
Following our customer's journey from start to finish, offering an insight to the different functional departments on how we can utilise lean and six sigma techniques to ensure lasting improvement and change within the business.
Gathering and gleaning insight from customer feedback via numerous medias to ensure we are constantly listening to our customer's needs and wants.
What are we looking for?
We are seeking an accomplished people manager with experience in driving continuous improvement within a customer focussed industry. The ideal candidate will possess the drive and determination to encourage real change and improvement in the north London network team. Have the proven ability to build, shape and drive a growing team forward to achieve their personal and business targets. Our industry is fun and diverse, but a challenging environment to work in so we are looking for a talented, forward-thinking individual, who can identify and influence the right change for our customers.
Thames Water information and salary details
This role covers our north London networks and will be based out of Beckton STW or Mogden STW, with the ability to travel around a number of our sites including Kemble Court, Swindon and Slough. The salary for this role is up to £48,000 dependent upon skills and experience and comes with a car/allowance subject to usage. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 21/11/2018.