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- Tasks: Lead a dynamic team to enhance customer collections and drive operational excellence.
- Company: Join Thames Water, a leader in customer care with a focus on innovation.
- Benefits: Enjoy a competitive salary, annual bonus, and generous holiday allowance.
- Why this job: Make a real impact on customer experiences while shaping the future of service delivery.
- Qualifications: Strong leadership skills and experience in customer operations or collections preferred.
- Other info: Hybrid working model with opportunities for professional growth and development.
The predicted salary is between 55000 - 65000 £ per year.
Thames Water is recruiting a Standard Collections Service Delivery Manager to join our Financial Customer Care team, someone who brings confident operational leadership, a strong customer focus, and a passion for driving results.
In this role, you’ll take the lead on a large and varied team working across both our internal operations and UK‑based delivery partners. You’ll be at the centre of ensuring our collections activity runs smoothly, efficiently, and with fairness at its core. Your work will shape how customers experience our collections journey, ensuring it’s clear, supportive and effective.
As Thames Water continues to transform, this is a chance to play an important role in how we evolve, influencing strategy, improving processes, and helping us build a service that works brilliantly for both our customers and our people.
What you’ll be doing as our Standard Collection Service Delivery Manager:
- Leading and inspiring a large multi‑site team, driving high performance, colleague engagement, and excellent customer outcomes.
- Overseeing all Standard Collections operational processes and KPIs, ensuring performance meets business needs.
- Acting as the operational lead for change delivery, embedding new ways of working and supporting business transformation.
- Identifying gaps and opportunities across collections processes to influence improvements to future strategy.
- Driving continuous improvement to make interactions easier for both customers and colleagues.
- Collaborating closely with senior stakeholders across Finance, Customer Services, Customer Experience, Digital, Credit Risk, and other key areas.
- Building strong relationships with external partners to ensure service delivery meets expectations.
- Ensuring governance, documentation, and regulatory adherence for all collections processes.
- Understanding and meeting data and reporting needs for operational insight and decision‑making.
- Identifying risks, ensuring they are documented, controlled, and mitigated effectively.
What you should bring to the role:
- Strong, confident leadership experience within a large, diverse operational environment.
- Proven ability to motivate teams, drive performance, and maintain high engagement.
- Experience in collections, customer operations, or similar performance‑driven environments (advantageous).
- Excellent stakeholder management skills, with experience influencing and collaborating across multiple business areas.
- Strong change management and transformation experience comfortable navigating a dynamic and evolving environment.
- Solid financial acumen and understanding of operational performance management.
- A continuous improvement mindset with the ability to identify opportunities and implement positive change.
- Ability to interpret data, understand reporting needs, and make informed decisions.
- Strong organisational, governance, and process‑management skills.
- A commitment to delivering fair customer outcomes and supporting colleagues to thrive.
Location: Hybrid SN2 8BN (2 days in the office per week) Hours: 36 hours per week
What’s in it for you?
- Competitive salary: £55,000–£65,000 per annum, depending on skills and experience.
- Annual bonus.
- 26 days of holiday, rising to 30 with service.
Standard Collection Service Delivery Manager in Swindon employer: CAREER CHOICES DEWIS GYRFA LTD.
Contact Detail:
CAREER CHOICES DEWIS GYRFA LTD. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Standard Collection Service Delivery Manager in Swindon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Thames Water and understanding their values. Tailor your answers to show how your experience aligns with their mission and the role of Standard Collection Service Delivery Manager.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on showcasing your leadership skills and customer-centric approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Thames Water team.
We think you need these skills to ace Standard Collection Service Delivery Manager in Swindon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Standard Collection Service Delivery Manager. Highlight your leadership experience and any relevant achievements in collections or customer operations. We want to see how you can drive performance and engage teams!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your skills align with our needs. Share specific examples of how you've influenced strategy or improved processes in previous roles.
Showcase Your Stakeholder Management Skills: In your application, don’t forget to mention your experience in collaborating with various business areas. We’re looking for someone who can build strong relationships and influence across teams, so give us the details on how you've done this before!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at CAREER CHOICES DEWIS GYRFA LTD.
✨Know Your Stuff
Before the interview, dive deep into Thames Water's operations and values. Understand their approach to customer care and collections. This will help you align your answers with their mission and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Be ready to share specific examples of how you've led teams in the past. Highlight your ability to motivate and engage colleagues, especially in a diverse operational environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Change Management Experience
Since this role involves driving change, prepare to discuss your experience with transformation projects. Talk about how you've successfully implemented new processes or improved existing ones, and be sure to mention any measurable outcomes.
✨Engage with Stakeholders
Prepare to discuss how you've collaborated with various stakeholders in previous roles. Share examples of how you've influenced decisions and built strong relationships across different business areas, as this is crucial for the Standard Collection Service Delivery Manager position.
