At a Glance
- Tasks: Lead service delivery projects to enhance performance and customer experience.
- Company: Join a vital UK organisation with a focus on service excellence.
- Benefits: Competitive salary, generous holiday, pension scheme, and health benefits.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a meaningful impact while solving complex challenges in a dynamic environment.
- Qualifications: Strong leadership, problem-solving skills, and customer service experience required.
The predicted salary is between 35000 - 35000 £ per year.
We’re seeking a Service Delivery Project Lead to drive key service and process improvement projects that turn strategy into practical results, enhancing performance, customer experience, and operational resilience. Working across teams and with external partners, you’ll coordinate and deliver projects that create real, measurable impact. This role suits a proactive, delivery-focused professional who thrives in a fast-paced environment, enjoys solving complex challenges, and wants to make a meaningful difference in a vital UK organisation.
What you’ll be doing as a Service Delivery Project Lead:
- You’ll lead teams across day‑to‑day work activity and proactive projects, ensuring outputs are delivered to the right volume, quality and timescales.
- Using your strong service delivery expertise and broad cross‑functional understanding, you’ll apply sound analytical judgement and confidently communicate complex information to a wide range of stakeholders.
- This role plays a critical part in delivering high‑quality customer service by ensuring efficient enquiry management and building strong internal and external relationships that support overall operational success.
- You’ll oversee enquiry performance across onshore and offshore customer service teams, supporting complex cases and escalations, while driving continuous improvement in agent capability, customer satisfaction and operational efficiency.
- Working closely with the Customer Service Manager, you’ll also collaborate with fellow leads within Wholesale Market Services to ensure a joined‑up, consistent and high‑performing service.
The key responsibilities are:
- Enquiry Performance: Manage the end‑to‑end enquiry process, ensuring cases are resolved within agreed SLAs; Monitor enquiry volumes, response times and quality, identifying trends and driving improvements; Act as an escalation point for complex, high‑risk or high‑profile cases, ensuring timely and effective resolution; Work closely with onshore and offshore teams and liaise with cross‑functional stakeholders to resolve service dependencies; Lead internal and external Teams meetings to support complex case management.
- Team Leadership & Coaching: Monitor agent performance, focusing on quality, efficiency and service standards; Deliver coaching, performance reviews and quality audits to drive continuous improvement; Foster a culture of accountability, development and customer‑focused service; Produce performance reports and presentations for internal and external stakeholders; Build and maintain strong relationships with retailers to ensure clear communication and effective enquiry resolution; Act as a point of contact for retailer escalations and feedback, working with Account Management to improve service outcomes; Forecast enquiry volumes using data and trends to support resource planning and operational readiness; Support process leads to improve complaint handling, streamline workflows and enhance customer experience.
To thrive in this role, the essential criteria you’ll need are:
- A positive, approachable leader with the resilience and professionalism to build a supportive, high‑performing team culture.
- Strong problem‑solving and decision‑making capabilities, with confidence to manage escalations, resolve complex issues and act in the manager’s absence.
- Experience using management information and reporting tools to produce, maintain and analyse day‑to‑day operational performance.
- A strong performance and quality mindset, with proven experience working to targets, monitoring KPIs and taking corrective action when required.
- Highly organised with excellent time‑management skills, able to balance competing priorities while supporting multiple agents and maintaining smooth operations.
- Leads by example, demonstrating professionalism, accountability and a strong work ethic that positively influences team performance.
- Proven customer service experience in a customer‑facing environment, with a solid understanding of service standards, customer expectations and escalation management.
What’s in it for you?
- Competitive salary starting from £35,000 per annum, dependent on skills and experience.
- 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.
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.
Service Delivery Project Lead employer: Thames Water Utilities
As a Service Delivery Project Lead at our hybrid Clearwater Court location, you will join a dynamic team dedicated to driving service excellence and operational efficiency. We offer a competitive salary, generous holiday allowance, and a robust pension scheme, alongside a supportive work culture that prioritises employee growth and well-being. Our commitment to diversity and inclusion ensures that every team member feels valued and empowered to make a meaningful impact in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Project Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water Utilities. 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 Thames Water Utilities 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 Service Delivery Project Lead
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 Thames Water Utilities:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water Utilities 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 Thames Water Utilities!
How to prepare for a job interview at Thames Water Utilities
✨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.
