Regional Customer Lead

We are currently recruiting for a career-minded individual to join our team as a Regional Customer Lead to provide maternity cover for 12 Months starting in January. You will be working closely with the field teams within the Region to create, implement and execute a customer plan designed to improve CMEX / CSAT and reduce complaints. Frequently refreshing the plan to ensure the activities are focused, dynamic and forward-looking. As well as supporting the field teams in delivering a customer and community-centric service and own customer feedback, both positive and negative.

What you’ll be doing as a Regional Customer Lead

• Performance Management
  • Work with the business to track end-to-end customer performance impacted by Water Networks.
  • Define and monitor customer plans, working with field teams and leaders to create appropriate actions and interventions.
  • Working with the Head of Departments to create a line of sight customer targets for field staff.
  • Provide performance insight to regional and senior stakeholders.
  • Act on insight to refresh the customer plan.
• Customer Engagement
  • Bringing all relevant stakeholders together to resolve complaints and provide progress updates to senior stakeholders.
  • Identify areas of improvement and opportunities to support customers.
  • Engaging with local customer and stakeholder groups, e.g. parish councils, to provide updates on key impacting work.
  • Act as the point of expertise contact for the regional teams in delivering an improved service and reducing complaints.
• Customer Advocacy
  • Working with field teams and their leaders to drive accountability for customer performance and provide constructive feedback based on customer insight.
  • Be a customer advocate within the area, championing the customer in dynamic ways.
  • Identify stakeholders across the business to monitor and support customer performance and action plans to drive end-to-end journey management.

Base location: Can be based out of the following locations: Kemble Court - RG2 6AD, Kidlington - OX5 1QT, or Walnut Court - SN2 8BN

Working pattern or hours: Hybrid – 36 Hours per week (Monday to Friday). Due to the nature of the role, you will be expected to travel around the Thames Valley and Home Counties area, so you can be based at a number of our sites, depending on your location.

To thrive in this role, the essential criteria you’ll need are:

• Previous experience in customer engagement or service teams.
• Proven ability to solve highly complex problems in the following skills and experience.
• Strong track record of building internal & external relationships.
• Experience in influencing and coaching stakeholders.
• A confident communicator who can work collaboratively well.
• Strong interpersonal skills, both verbally and in writing.
• Creating, managing and executing operational-focused plans and projects.
• Experienced in working in a customer-focused environment.
• Due to the nature of the role, you must hold a full UK Licence.

What’s in it for you?

• Offering a starting salary £44,225 per annum + car allowance will be provided.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Who are we?

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.

Learn more about our purpose and values.

Working at Thames Water

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. 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.

Why choose us?

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.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.