Claims Team Manager

We’re looking for an experienced and motivated Team Manager to lead our Thames Water Claims Team. This is a fantastic opportunity to join a dynamic environment where you’ll play a key role in managing a team responsible for handling complex claims efficiently and professionally.

What you’ll be doing as a Claims Team Manager:

• Ensure that your team delivers exceptional service, meets performance targets, and adheres to regulatory and company standards.
• Lead and inspire a team of Claims Advisors (supported by a Claims Specialist) to deliver outstanding performance, engagement and customer outcomes.
• Own the end-to-end claims journey, ensuring cases are handled accurately, compliantly and resolved promptly.
• Track performance against KPIs and service levels, using insight to drive efficiency, quality and customer satisfaction.
• Coach, develop and support your team through regular feedback, training and development conversations.
• Take ownership of escalated and complex cases, ensuring fair, consistent and well-judged resolutions.
• Partner with internal teams to simplify processes and continuously improve service delivery.
• Stay up to date with company policies, regulatory requirements and industry best practices to ensure high standards are maintained.

This is a Hybrid role based in either Swindon or Reading, with core hours being 08.00 am – 4.00 pm or 09.00 am – 5.00 pm.

What you should bring to the role:

• Proven experience leading teams within a claims, operations or customer service environment.
• An inspiring people leader who motivates, coaches and develops high‑performing teams.
• Confident communicator with strong interpersonal skills and the ability to build trust at all levels.
• Data‑driven and analytical, using insight to identify opportunities and drive continuous improvement.
• Knowledge of claims processes or water industry regulation is desirable, but not essential.
• Resilient, adaptable and comfortable thriving in a fast‑paced, changeable environment.

What’s in it for you?

• Offering an annual salary of £32,000 - £34,000 depending on skills and experience.
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to benefits to support health, wellbeing and finances: annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.

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. We are 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.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet. Real purpose, real support, real opportunities. Come and join the Thames Water family.