Technical Operations Team Manager

This is a great opportunity to step into a role where you can truly make an impact on people, processes, and customer experience. You’ll be leading a small but busy team who support several important operational workstreams, from journey management to fire brigade coordination, and you’ll play a key part in keeping everything running smoothly behind the scenes.

What you’ll be doing as a Technical Operations Team Manager

• You’ll oversee the day-to-day running of our central services team, making sure that all workstreams are progressing and closed off within SLA. This includes non-household case management, disconnections and reconnections, and supporting areas like seepage, low pressure and Customer Assurance when needed.
• A big part of your role will be people management: guiding your team through development plans, holding regular catch-ups, supporting performance, and helping colleagues grow within the Building Your Career framework.
• You’ll act as the escalation point for customer issues, carrying out manager call-backs to help resolve concerns and prevent complaints.
• You’ll work closely with specialist teams to drive productivity, plan daily workloads, and support resourcing so that all journeys are allocated and covered.
• You’ll also play an active role in continuous improvement through team meetings, forums and quality reviews, helping shape how the team works and how we deliver for our customers.

What you should bring to the role

• You’ll have experience managing people and feel confident coaching, guiding and supporting a team.
• Experience working with scheduling, planning or field-based operations would be helpful, as would knowledge of water or wastewater services, though these are not essential.
• A background in customer service is important, along with strong communication skills and the ability to stay calm under pressure.
• You’ll be comfortable using company IT systems and Microsoft Office, and you’ll enjoy working collaboratively across teams.
• Most importantly, you’ll bring a positive approach, a focus on continuous improvement and a passion for delivering great customer experiences.

What’s in it for you?

• Competitive salary from £33,060 to £40,000 per annum, depending on skills and experience
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.