Collections Team Leader

Join Thames Water as a Collections Team Leader and make a real difference.

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.

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.

• 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.
• 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.
• 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.

Currently based at our Walnut Court office in Kembrey Park, Swindon. We’ll be moving our Swindon office from Walnut Court to Newbridge Square in Spring 2026.

Hours:

36 hours – 6‑week rotational shift schedule.

Shifts are as follows: 8:00am–3:45pm, 8:30am–4:15pm, 9:00am–4:45pm, 9:30am–5:15pm, 10:00am–5:45pm, 12:15pm–8:00pm.

• 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…