At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer experiences and achieve operational goals.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous annual leave, and a comprehensive benefits package.
- Other info: Flexible working arrangements and opportunities for personal growth.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Experience in collections or customer-facing roles with strong leadership skills.
The predicted salary is between 27200 - 36000 £ 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.
- 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.
Collections Team Leader - Swindon, Swindon employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic and supportive work environment where you can truly make a difference. With competitive salaries, generous benefits, and a strong commitment to employee development, you'll have the opportunity to lead a high-performing team while enjoying flexible working arrangements in the vibrant town of Swindon. Join us to be part of a diverse family dedicated to creating positive customer experiences and building a sustainable future for our communities.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Team Leader - Swindon, Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water. 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 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 Collections Team Leader - Swindon, Swindon
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:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water 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!
How to prepare for a job interview at Thames Water
✨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.
