Customer and continuous improvement manager
Thames Water Utilities Limited
Isleworth, England
10d ago

What is the purpose of the role?

You will work in the North London network team providing essential services for our 8 million customers north of the river Thames.

Specifically you will work to transform the quality of service we deliver to our customers every day. As the customer and continuous improvement manager, you will be the 'go-

to' person within the region for all high level Customer-related issues and queries, managing the customer's journey through to resolution.

In addition, you will work closely with a range of internal stakeholders to roll out and recommend improvement initiatives that will directly affect your area.

A key aspect of the role is championing the customer within your region and bringing the voice of the customer to life for your peers across the different functional departments.

You will play a crucial role in identifying improvements and owning continuous improvement initiatives to ensure we offer all of our customers the highest level of service.

What makes this role unique?

The sky is the limit! We are looking for a driven and forward thinking individual with a passion to be the best. You'll have the opportunity to dramatically improve the service we deliver to our customers across North London.

The role is embedded within a high performing operational team ensuring that you will see first-and the impact of your continuous improvement work.

You will get stuck in with both the resolution of high profile customers and the implementation of improvement initiatives to improve the performance of our network.

You will be given clear autonomy and support to impact changes that are both local and department wide.

What will this role involve?

Bringing the voice of the customer to life in a meaningful way for a variety of audiences.

Driving improvement initiatives to nurture and develop our people and assets.

Identifying recurring faults and issues and introducing new ways of working to reduce the repetition of these.

Looking at our customer's journey from start to finish, offering insight to the different functional departments on how we can improve as a business.

Utilising Lean, six sigma techniques and other tools to drive lasting change with the right focus.

Empowering, engaging and energising front line teams to identify the barriers preventing them from delivering excellent service and taking ownership of the solutions through to resolution.

Gathering and gleaning insight from customer feedback via numerous medias to ensure we are constantly listening to our customer’s needs and wants.

Keeping our customers in your region up-to-date with our progress on local issues.

Providing personal attention to our customers that may have had a major or repeating disruption through our service.

Regularly reporting on your regions performance with other areas as well as sharing success and failures to ensure learnings are shared across the business.

Liaising with central continuous improvement team to drive and promote continuous improvement.

What are we looking for?

We are looking for a talented individual with a real drive to transform the areas they work in. You'll be able to demonstrate this aptitude with clear examples of outstanding results you have achieved in your career to date.

Ideally this will be within a utilities industry or customer focused industry. You must have exceptional communication and influencing skills at all levels of an organisation as well as with external customers.

This is a fast paced role so you will be comfortable working in an operational and strategic capacity with a forward-thinking approach to business.

Our industry is fun and diverse, but a challenging environment to work in so we are looking for a talented individual, who can identify and drive the right change for our customers.

Thames Water information and salary details

This role covers our north London networks. There is flexibility to be based out of Mogden sewage treatment works in Middlesex or Beckton sewage treatment works in Essex.

The salary for this role is £41,140 - £55,660 dependent upon experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps.

We also offer 2 paid volunteering days per year.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

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