At a Glance
- Tasks: Lead and inspire a team of Collections Agents to achieve outstanding results.
- Company: Join Thames Water, a dynamic company focused on customer experience.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunity for continuous improvement and career growth in a fast-paced environment.
- Why this job: Make a real difference by shaping positive customer experiences and team success.
- Qualifications: Strong leadership skills and a passion for customer service.
The predicted salary is between 32255 - 40306 £ per year.
Join Thames Water as a Collections Team Leader and make a real difference. We're looking for a dynamic, people-focused leader who can energise and inspire a team of Collections Agents to deliver outstanding results. In this role, you'll champion fair outcomes for customers while driving strong operational performance.
If you're passionate about first-contact resolution, creating great customer experiences, and developing high-performing teams, this is your opportunity to shape a positive, supportive environment where both colleagues and customers thrive.
What you will be doing as a Collections Team Leader:
- Lead and motivate a team of Collections Agents, driving performance through first-contact resolution and a strong commitment to achieving the right outcomes for every customer, based on their individual circumstances.
- Create the conditions for your team to perform at their best—consistently delivering excellent customer experiences while meeting operational targets.
- Coach and develop your team, sharing insights, ideas, and best practices to support their growth and success.
- Act as a visible role model, championing company values and behaviours, and inspiring your team to do the same every day.
Duties to include but not limited to:
- Leader & Coach: Set clear direction and objectives aligned to business priorities and values. Inspire, coach, and develop your team to achieve high performance and deliver exceptional customer experiences. Take ownership of team results, ensuring alignment with wider operational goals. Motivate individuals to reach their full potential, building a culture of ambition and continuous improvement. Communicate clearly and consistently through team huddles, meetings, and performance reviews. Lead by example as a visible role model, championing company values and behaviours. Share knowledge and best practices to support team success. Commit to your own ongoing development, adapting to evolving business needs.
- People Manager: Deliver regular one-to-ones and lead the Performance Development Review (PDR) cycle. Use performance data to identify gaps and implement targeted improvement plans. Manage underperformance effectively through structured support plans. Oversee attendance in line with policy, ensuring accurate records and updates. Handle disciplinary and grievance processes professionally and efficiently. Support recruitment by attracting and selecting talent aligned with company values.
- Assurer & Reviewer: Conduct quality monitoring and provide constructive, actionable feedback. Ensure consistent delivery of excellent customer service across the team. Monitor performance against KPIs and regulatory requirements. Work collaboratively with Quality, Compliance, and Training teams to drive improvements.
- Continuous Improver: Act as a Change Champion, leading and embedding change across the team. Understand and manage the impact of change, supporting team adaptation. Identify improvement opportunities and escalate where appropriate. Contribute frontline insights to business initiatives and transformation projects. Communicate change effectively to ensure understanding and engagement. Demonstrate commercial awareness, linking team performance to wider business goals.
- Content Expert: Deliver credible coaching through strong technical and process knowledge. Confidently handle complex customer queries.
Collections Team Leader in Swindon employer: Thames Water
Thames Water is an exceptional employer that prioritises employee development and a supportive work culture in Swindon. As a Collections Team Leader, you will have the opportunity to lead a dynamic team while enjoying competitive salary packages and a commitment to continuous improvement. With a focus on creating outstanding customer experiences and fostering a positive environment, Thames Water empowers its employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Team Leader in Swindon
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Collections Team Leader role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer service. We suggest doing mock interviews with friends or family to boost your confidence and get feedback.
✨Tip Number 3
Showcase your leadership skills during the interview! Share specific examples of how you've motivated teams or improved performance in previous roles. We want to see that passion for developing high-performing teams shine through.
✨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 Collections Team Leader in Swindon
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading and motivating teams. We want to see how you've inspired others to achieve great results, so share specific examples that showcase your leadership style.
Focus on Customer Experience:Since this role is all about delivering outstanding customer experiences, emphasise your passion for first-contact resolution. Tell us about times when you’ve gone the extra mile for customers and how it positively impacted your team’s performance.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your skills and experience at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Thames Water!
How to prepare for a job interview at Thames Water
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Collections Team Leader role. Familiarise yourself with the key responsibilities and how they align with the company's values. This will help you articulate how your experience and skills can contribute to driving performance and delivering exceptional customer experiences.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you motivate teams. Think of specific examples where you've inspired others or improved team performance. Highlight your ability to coach and develop individuals, as this is crucial for the role. Remember, they want to see a dynamic leader who can energise a team!
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Prepare scenarios where you've successfully managed underperformance or led a change initiative. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Demonstrate Your Customer Focus
Since the role emphasises creating great customer experiences, be ready to discuss how you've championed customer needs in previous roles. Share examples of how you've achieved first-contact resolution and ensured fair outcomes for customers. This will show that you align with their mission of delivering outstanding results.
