At a Glance
- Tasks: Lead initiatives to enhance customer experience and drive improvements in processes and technology.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday allowance, performance bonuses, and health perks.
- Other info: Flexible working arrangements and meaningful career opportunities await you.
- Why this job: Make a real impact while working in a diverse and supportive environment.
- Qualifications: Experience in stakeholder management, customer service, and continuous improvement.
The predicted salary is between 64000 - 64000 £ per year.
Are you passionate about delivering outstanding customer experiences, driving change, and making a real impact? At Thames Water, we’re looking for a Delivery & Governance Lead to champion improvements across people, processes, and technology within our Complaints function, ensuring every initiative enhances the way we serve our customers.
What you’ll be doing as our Delivery & Governance Lead:
- Taking ownership of initiatives from start to finish, ensuring they deliver measurable value.
- Working closely with agile product teams to design and implement solutions that meet business needs, while safeguarding customer experience and business performance.
- Leading end-to-end delivery of assigned initiatives with a structured, customer-centred approach.
- Producing clear, regular reporting and governance presentations to keep stakeholders informed.
- Managing risks and issues, maintaining the RAID register, and escalating where necessary.
- Collaborating with subject matter experts to track progress, benefits, and resolve blockers.
- Building strong business cases and driving continuous improvement.
- Influencing and engaging stakeholders at all levels to gain buy-in and ensure success.
- Prioritising workload based on business value and listening to end users to shape solutions.
- Measuring and demonstrating the business value created by your initiatives.
What you should bring to the role:
- Proven experience in stakeholder management and influencing at all levels.
- Strong analytical skills with the ability to elicit requirements and define solutions.
- Demonstrated experience in a Customer Service environment, with a track record of improving processes and delivering customer satisfaction improvements.
- Experience in continuous improvement and working within cross-functional teams.
- Excellent planning skills, tenacity, and the ability to thrive in a fast-paced environment.
What’s in it for you:
- A competitive salary starting at up to £64,000 per annum, depending on skills and experience.
- Generous holiday allowance – 26 days plus bank holidays, rising to 30 days with service.
- Performance-related bonus – linked to company and individual success.
- Pension scheme – through AON.
- Health & wellbeing benefits – including annual health MOTs, physiotherapy, counselling, and more.
- Lifestyle perks – Cycle to Work scheme, shopping vouchers, life assurance, and more.
- Performance-related pay plan directly linked to company performance measures and targets.
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Working at Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.
Real purpose, real support, real opportunities. Come and join the Thames Water family.
Delivery & Governance Lead in Swindon employer: Allscreens Nationwide Ltd
Joining Marshall Audi Taunton as a Service Technician apprentice means becoming part of a dynamic team dedicated to delivering exceptional customer experiences in the prestigious car market. With comprehensive training, including travel and accommodation covered for your apprenticeship at the Volkswagen Group National Learning Centre, you will benefit from a supportive work culture that prioritises personal development and career progression. This role offers a unique opportunity to work with cutting-edge technology while receiving mentorship and gaining valuable qualifications that pave the way for a successful long-term career.
StudySmarter Expert Advice🤫
We think this is how you could land Delivery & Governance Lead in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Delivery & Governance Lead in Swindon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
