Collections Team Leader - Swindon, Swindon

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.
• 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.
• Assurer & Reviewer: Conduct quality monitoring and provide constructive, actionable feedback. Ensure consistent delivery of excellent customer service across the team.
• Continuous Improver: Act as a Change Champion, leading and embedding change across the team. Identify improvement opportunities and escalate where appropriate.
• Content Expert: Deliver credible coaching through strong technical and process knowledge. Confidently handle complex customer account queries and support effective collection strategies.

Base location: Hybrid - Currently based at our Walnut Court office in Kembrey Park, Swindon. We'll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026.

Hours: 36 hours - 6-week rotational shift schedule. Shifts are as follows: 8:00am – 3:45pm, 8:30am – 4:15pm, 9:00am – 4:45pm, 9:30am – 5:15pm, 10:00am – 5:45pm, 12:15pm – 8:00pm.

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

• Previous experience in Collections and/or within TW is desirable.
• Strong background in customer-facing roles with a solid understanding of the business.
• Proven ability to deliver outstanding customer service.
• Skilled in leading, motivating, and developing team members.
• Strong coaching capabilities to support individual and team growth.
• Confident in providing constructive feedback, including managing challenging conversations and performance development.
• Experience in change management and driving successful outcomes.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Demonstrated commercial awareness and sound business judgement.
• Familiarity with Collections processes and systems is advantageous.
• Proficient in Microsoft Office applications.

What’s in it for you?

• Competitive salary from £32,255 per annum depending on skills and experience.
• 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.

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.