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- Tasks: Lead a diverse team to enhance customer collections and drive operational excellence.
- Company: Join Thames Water, a leader in financial 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 experience and a passion for driving performance in dynamic environments.
- 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 - Walnut Court - 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 London employer: Thames Water Utilities Limited
Contact Detail:
Thames Water Utilities Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Standard Collection Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want you to shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Standard Collection Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant achievements in collections or customer operations to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Standard Collection Service Delivery Manager role. Share specific examples of how you've driven performance and improved processes in previous roles.
Showcase Your Leadership Style: We want to see how you lead and inspire teams! In your application, mention your approach to motivating colleagues and driving engagement, especially in a diverse operational environment.
Apply Through Our Website: For the best chance of success, make sure to apply through our website. It’s the easiest way for us to review your application and get you on the path to joining our team!
How to prepare for a job interview at Thames Water Utilities Limited
✨Know Your Numbers
As a Standard Collection Service Delivery Manager, you'll need to demonstrate your understanding of operational performance. Brush up on key metrics and KPIs relevant to collections processes. Be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Leadership Skills
This role requires strong leadership experience, so prepare examples that highlight your ability to motivate and engage teams. Think about specific situations where you’ve driven high performance or led a successful change initiative.
✨Understand Stakeholder Management
You’ll be collaborating with various departments, so it’s crucial to show your stakeholder management skills. Prepare to discuss how you've influenced and built relationships across different business areas in the past.
✨Emphasise Continuous Improvement
Thames Water is looking for someone with a continuous improvement mindset. Be ready to share examples of how you've identified gaps in processes and implemented changes that led to better customer outcomes or operational efficiency.
