Step into a leadership role that truly makes an impact. Join Thames Water as a Collections Team Leader on a 9-12 month secondment and help shape exceptional customer outcomes while supporting the growth of your team.
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.
Responsibilities
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. In a fast-paced, multi-channel environment, you’ll create the conditions for your team to perform at their best—consistently delivering excellent customer experiences while meeting operational targets.
As a hands‑on leader, you’ll coach and develop your team, sharing insights, ideas, and best practices to support their growth and success. You’ll 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 elevate 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 account queries and support effective collection strategies
* Use end-to-end business knowledge to resolve complex cases efficiently
Location & Working Hours
Base location: Currently based at our Walnut Court office in Kembrey Park, Swindon. We are relocating to new office premises at Newbridge Square, Swindon, in 2026.
Hours: 36 hours – 6-week rotational shift schedule.
Shift patterns: 8:00 am – 3:45 pm, 8:30 am – 4:15 pm, 9:00 am – 4:45 pm, 9:30 am – 5:15 pm, 10:00 am – 5:45 pm, 12:15 pm – 8:00 pm.
Qualifications & Experience
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
Benefits
* Competitive salary starting from £32,255 per annum, dependent on skills and experience
* Annual leave: 26 days holiday per year, increasing to 30 with 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 benefits to support health and wellbeing, including annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance
#J-18808-Ljbffr