Operations Complaints Programme Lead, Jobs in Reading

Website Thames Water Utilities

Job Title: Operations Complaints Programme Lead
Company: Thames Water Utilities
Location: Reading RG1 (Hybrid work)
Salary: £50,000 a year (Full-time, Permanent)

Benefits: Company pension

Full Job 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.

Role Overview:

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.

Key Responsibilities:

  • Lead projects and programmes to understand the root cause of complaints across all operational communication channels.
  • Collaborate with stakeholders to change processes, ways of working, systems, and customer journeys.
  • Own and deliver initiatives to improve operational complaints and customer contact performance.
  • Analyze complaints and customer contact processes, procedures, and systems.
  • Analyze and interpret data, particularly root cause analysis, customer journeys, and customer experience.
  • Produce effective outputs to support project governance and communications.
  • Manage change within a dynamic operational environment.
  • Build a continuous improvement and transformation culture.


  • Experience in customer service or customer complaints management, ideally within operational businesses like water utilities, telecommunications, or large-scale construction.
  • Proven track record of continuously improving and sustaining high levels of service.
  • Previous experience in continuous improvement, transformation, and project change.
  • Ability to use data and insight to inform focus areas for improvement.
  • Proactive and solutions-focused approach.
  • Ability to build cohesive relationships and influence key internal and external stakeholders.
  • Excellent written and verbal communication skills.
  • IT literacy, including experience with applications like SAP CRM and Salesforce.

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.
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