Operations Complaints Programme Lead - Reading, United Kingdom - Thames Water Utilites

Thames Water Utilites

Verified Company

Reading, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

At Thames Water, we make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

We deliver life's essential service so our customers, communities and the environment can thrive.

As the UK's largest water company, we are taking action for a new world of water - fixing the problems of today and building resilience for tomorrow.

Thames Water is undergoing significant transformation as part of the turnaround of our business. This role specifically supports activities to drive a step change in our operational complaints and customer contact performance.

This role is an important part of helping to improve our performance, responsible for leading projects and programmes to understand the root cause of complaints across all our operational communication channels and work with business stakeholders to change processes, ways of working, systems and customer journeys.

What you'll be doing as the Operations Complaints Programme Lead

This role is accountable for leading a programme team to deliver high performance and an exceptionally high quality of service to our operational household customers.

This role will interact with key stakeholders within operational (and retail) complaints management and customer contact.

This is expected to include operations customer contact, operations case management, complaints handling teams, planning, and scheduling teams, field operations teams, management and leadership teams within Operations and colleagues in retail (including contact, complaints and product teams).

There may also be the opportunity to engage with external stakeholders or regulators (for example to learn from other organisations) on customer complaints.

Owning and delivering initiatives to improve operational complaints and customer contact performance.
Analysing complaints and customer contact processes, procedures, and systems.
Analysing and interpreting data, particularly root cause analysis, customer journeys, and customer experience.
Working collaboratively with stakeholders.
Producing effective outputs to support project governance and communications.
Managing change within a dynamic operational environment.
Building a continuous improvement and transformation culture.

This is a hybrid working role with a base location of either Kemble Court, Green Park, Reading (close to M4 Junction 11) or our head office in central Reading (close to Reading train station).

Working hours are 36 hours per week, Monday to Friday.

What you should bring to the role

Experience working in a customer service or customer complaints management role.
The above experience would ideally be within an operational business such as the water industry, other utilities, telecommunications or largescale construction.
Proven track record of continuously improving and sustaining high levels of service provided by your team.
Previous continuous improvement, transformation and project change experience.
Experience working as part of an operational business.
Using data and insight to inform focus areas for improvement.
A proactive and solutionsfocused approach to activities.
Ability to build cohesive relationships and influence key, highlevel internal and external stakeholders.
Excellent written and verbal communication skills, with the ability to challenge stakeholders constructively for positive customer resolutions.

What's in it for you?

Competitive salary up to £50,000.
26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)

Contributory pension

Defined Contribution
Maximum of 12% 2x employee contribution.

Personal Medical Assessments

Open to all once a year.
Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?

Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties.

At Thames Water, our purpose is crystal clear - to deliver life's essential service so our customers, communities and planet can thrive.

Water is life's great leveller. Every living thing needs it, every single day.

From people to plants, birds to bees, farms to factories, we all need it to thrive, and we're committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers.

We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever.

Are you ready to play your part?

Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's