What you will be doing
as our Recoveries Process Lead
You will own the end-to-end Recoveries journey from strategy to execution. Working closely with internal teams and external partners to ensure our operations are efficient, compliant, and always customer-focused.
You will be a key player in shaping the future of our Recoveries function, driving continuous improvement and championing best practice across the board.
Key responsibilities:
1. Lead and optimise all Recovery systems, processes, and controls.
2. Align operations with our wider strategy to improve customer outcomes.
3. Ensure full compliance with regulatory and governance standards.
4. Own the customer experience across the Recoveries journey, with supplier support.
5. Drive process improvements and contribute to the change roadmap.
6. Maintain up-to-date governance and process documentation.
7. Use data and insights to guide decisions and improve performance.
8. Collaborate with teams across Finance, Customer Services, Digital, Risk, and more.
9. Represent Thames Water with external stakeholders and partners.
10. Identify and manage operational risks with clear mitigation strategies.
What you should bring to the role:
We’re looking for a confident, forward-thinking leader who thrives in complexity and change.
11. Proven experience in process or operational leadership.
12. Strong knowledge of debt recovery, customer operations, and compliance.
13. A track record of delivering change in large, complex environments.
14. Excellent stakeholder engagement and communication skills.
15. Commercial and financial awareness.
16. A data-driven mindset with a focus on continuous improvement.
17. A structured, governance-focused approach to operations.
18. The ability to lead in a fast-paced, evolving environment.
Location: Hybrid - Walnut Court - SN2 8BN.
Hours: 36 hours per week, Monday to Friday.
What’s in it for you?
19. Competitive starting salary from £38,000 per annum, depending on Skills and experience.
20. Annual leave: 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays).
21. Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.