At a Glance
- Tasks: Lead a team to enhance performance and quality in metering services.
- Company: Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous leave, pension scheme, and health perks.
- Other info: Flexible working arrangements and opportunities for career growth.
- Why this job: Make a real impact on customer service and environmental sustainability.
- Qualifications: Experience in leading teams and strong analytical skills required.
The predicted salary is between 50000 - 70000 £ per year.
Contract: Permanent
Salary: 50,000 - 70,000 per annum
Location: Clearwater Court, Reading, RG1 8DB (Hybrid). Occasional travel required to Langley Metering Office, other Thames Water offices and operational sites, contractor meetings and site visits.
Working Pattern: 36 hours per week, Monday - Friday
About the role
At Thames Water, every decision we make has a direct impact on our customers and the environment. We're looking for a Performance and Quality Lead to play a critical role within our Metering & Demand Reduction function driving data quality, operational performance and customer outcomes.
In this role, you'll lead a high-performing team responsible for ensuring meter data and property information is accurate, timely and compliant. You'll work closely with internal teams, contractors, developers and external partners to ensure every new development connection is set up right first time accurately, efficiently and with smart metering at its core.
This is an exciting opportunity to influence service delivery, improve performance and make a tangible difference to how we meter our new development properties to reduce unaccounted water and minimise issues for managing water usage and customer accounts.
What you'll be doing as a MIA Performance & Quality Lead:
- Leading and developing a team to deliver against performance, quality and service targets.
- Driving improvements in data accuracy to ensure customers are billed correctly and on time.
- Analysing performance trends and using insight to improve operational outcomes.
- Building strong relationships with contractors, developers and internal stakeholders.
- Holding partners and stakeholders accountable for delivery against agreed standards.
- Leading and presenting at stakeholder meetings, providing insight and driving action.
- Managing risks, resolving high-impact issues, and continuously improving processes.
- Making new developments smart, leading on implementation and change to new smart technology.
- Budgeting and forecasting.
- Embedding a strong customer-first culture to improve outcomes and reduce complaints.
What does great look like in this role:
We're looking for someone who leads through behaviours and delivers through strong core competencies:
- Leadership & Team Development: You inspire and motivate others, setting clear direction and expectations. You develop capability, recognise talent and drive continuous improvement.
- Planning & Organising: You manage competing priorities effectively in a fast-paced environment. You anticipate challenges and plan proactively to meet deadlines.
- Analytical Thinking & Insight: You use data to identify trends, risks and opportunities. You translate analysis into clear actions that improve performance.
- Customer Focus: You put customers at the heart of decision-making. You continuously strive to improve service and reduce complaints.
- Risk Management & Attention to Detail: You understand the importance of data accuracy and compliance. You identify risks early and take action to mitigate them.
- Collaboration & Influence: You build strong relationships across teams and partners. You confidently engage stakeholders and influence outcomes.
- Personal Drive & Innovation: You are proactive and resilient, always looking for better ways of working. You challenge the status quo and drive meaningful improvements.
What you should bring to the role:
- Experience leading or influencing teams in an operational, performance or quality-focused environment.
- Strong analytical and problem-solving skills, with the ability to turn insight into action.
- Proven ability to manage multiple priorities in a dynamic environment.
- Excellent stakeholder management and communication skills.
- A passion for delivering high-quality outcomes and improving customer experience.
What's in it for you?
- Salary 50,000 per annum
- Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
- Generous Pension Scheme through AON.
- Performance-related pay plan directly linked to company performance measures and targets
- 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.
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? Learn more.
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.
MIA Performance & Quality Lead - Reading, Berkshire in Lower Earley employer: Thames Water
Thames Water is an exceptional employer, offering a unique and rewarding work environment where every team member can make a significant impact on the lives of millions. With a strong focus on employee development, flexible working arrangements, and a comprehensive benefits package, including generous annual leave and a robust pension scheme, we foster a culture of collaboration and innovation. Join us in Reading to be part of a diverse team dedicated to building a sustainable future for our customers and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land MIA Performance & Quality Lead - Reading, Berkshire in Lower Earley
✨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 values. Show them you’re not just another candidate; you’re genuinely interested in making a difference at Thames Water.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your passion for quality and performance show!
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that shows you appreciate the opportunity and keeps you fresh in their minds. Plus, it’s a great way to reiterate your enthusiasm for the role!
We think you need these skills to ace MIA Performance & Quality Lead - Reading, Berkshire in Lower Earley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the MIA Performance & Quality Lead role. Highlight your experience in leading teams and driving data accuracy, as these are key aspects of the job. We want to see how your skills align with our mission at Thames Water!
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, don’t forget to mention specific examples where you've used data to improve performance or solve problems. We love seeing how you can turn insights into action, so let that shine through in your application!
Emphasise Customer Focus:We’re all about putting customers first at Thames Water. Make sure to include any experiences where you’ve improved customer outcomes or reduced complaints. This will show us that you understand the importance of customer satisfaction in our industry.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way to ensure we see your application quickly and can get back to you about the next steps. We can’t wait to hear from you!
How to prepare for a job interview at Thames Water
✨Know Your Stuff
Before the interview, dive deep into Thames Water's mission and values. Understand their focus on customer outcomes and data accuracy. This will help you align your answers with what they care about most.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in performance or quality-focused environments. Highlight your ability to inspire and motivate others, as this is crucial for the MIA Performance & Quality Lead role.
✨Be Data Savvy
Brush up on your analytical skills! Be ready to discuss how you've used data to identify trends and improve performance. Think of specific instances where your insights led to tangible improvements.
✨Build Relationships
Think about how you've successfully collaborated with stakeholders in previous roles. Be prepared to share stories that demonstrate your ability to build strong relationships and influence outcomes, as this is key for the role.
