Team Leader - Swindon, Wiltshire

Thames Water is looking for a Team Leader who is motivated, thrives in a fast‑paced environment, and is passionate about delivering exceptional customer experiences. Someone who inspires others to perform at their best, even when things get busy, challenging, and driven by high expectations.

What you will be doing as a Complaints Team Manager, you’ll lead a team of dedicated Complaints Case Managers, supporting them to take ownership of customer issues and drive first‑time resolution. Your leadership will directly shape the experience of our customers, ensuring every complaint is handled with empathy, professionalism, and a solutions‑focused mindset. This is an exciting opportunity to expand your career, building on existing skills while developing new ones in a role that offers variety, impact, and genuine customer satisfaction. No two days will be the same, and you’ll be joining a team dedicated to making a real difference.

Key accountabilities:

• Leading, coaching, and motivating your team to deliver high‑quality outcomes.
• Encouraging innovative thinking to resolve customer issues.
• Ensuring customers remain at the heart of every complaint.
• Managing performance, productivity targets, and quality standards.
• Reviewing complaint trends, identifying root causes, and working with colleagues to find solutions.
• Collaborating across teams to deliver brilliant customer experiences.
• Overseeing caseload distribution and ensuring resources are used effectively.
• Supporting absence management and championing wellbeing within your team.

What you should bring to the role:

• Proven experience managing teams and handling customer enquiries.
• Experience within a contact centre or office based environment.
• Skilled in coaching, 121s, and performance management.
• Strong written and verbal communication.
• Understanding of systems and processes.
• Commitment to seeing every complaint through to completion.
• Ability to continually improve service levels.
• Experience supporting return‑to‑work processes and managing triggers.

Base Location: Swindon - Walnut Court - SN2 8BN

Hours: 36 hours per week

What’s in it for you?

• A competitive starting salary of £38,180.00 per annum.
• 26 days holiday per year, increasing to 30 days 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 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. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

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.

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.