Customer Service Delivery Manager

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? At Thames Water, we're seeking a hands-on, results-driven Customer Service Delivery Manager-someone 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

• 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.
• 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.
• Empathetic, Influential Leadership-The ability to lead with authenticity, build trust across all levels, and inspire teams through clear communication and supportive coaching.
• Team-First Mindset-A genuine passion for developing talent, recognising contributions, and creating a culture where everyone can thrive and succeed together.
• Customer-Centric Thinking-A deep commitment to improving the customer journey, resolving issues effectively, and reducing complaints through thoughtful service design.
• 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 health, wellbeing, and finances-such as annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance

Find out more about our benefits and perks.

Who are we?

We're the UK's largest water and wastewater company, serving over 16 million customers daily. Our goal is to build a better future for all by supporting our customers, communities, people, and the planet. We're committed to making a difference and need passionate, skilled people to join us on this journey.

Learn more about our purpose and values Working at Thames Water

Thames Water offers a rewarding, diverse environment where every day presents new opportunities to make a difference. We provide fast-tracked career progression, flexible working, and excellent benefits.

If you're eager to contribute to a sustainable future and make a daily impact on millions of lives, join us. We support you every step of the way to build a better future for our customers, region, and planet.

Our aim is to be a great, diverse, and inclusive workplace. We welcome all applicants and offer support throughout the recruitment process. If you need assistance, we're here to help.

During crises, we rally together to support our customers. Join our team as an ambassador, with full training provided, to gain valuable experience, meet colleagues, and earn extra income.

Disclaimer: Due to high application volumes, we may close the advert early. We encourage prompt applications to avoid disappointment.