Location
Hybrid role based in either Reading or Swindon

Hours
Core hours are 08:00 am – 4:00 pm or 09:00 am – 5:00 pm

Salary
£32,000 - £34,000 per annum, depending on skills and experience

About the Role
We’re looking for an experienced and motivated Team Manager to lead our Thames Water Claims Team. This is a fantastic opportunity to join a dynamic environment where you’ll play a key role in managing a team responsible for handling complex claims efficiently and professionally. As Team Manager, you’ll ensure your team delivers exceptional service, meets performance targets, and adheres to regulatory and company standards. You will lead and inspire a team of Claims Advisors, supported by a Claims Specialist, to deliver outstanding performance, engagement, and customer outcomes. You will own the end-to-end claims journey, ensuring cases are handled accurately, compliantly, and resolved promptly. Tracking performance against KPIs and service levels, you will use insight to drive efficiency, quality, and customer satisfaction. You will coach, develop, and support your team through regular feedback, training, and development conversations. You will take ownership of escalated and complex cases, ensuring fair, consistent, and well-judged resolutions. Partnering with internal teams, you will simplify processes and continuously improve service delivery. Staying up to date with company policies, regulatory requirements, and industry best practices will ensure high standards are maintained. This role offers the chance to work in a supportive, purpose-driven organisation committed to making a difference for millions of customers and the environment.

Benefits
26 days holiday per year, increasing to 30 with length of service (plus bank holidays)
Generous Pension Scheme through AON
Access to a wide range of health and wellbeing benefits including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance

About Thames Water
We are the UK’s largest water and wastewater company, serving over 16 million customers. We are committed to building a better future for our customers, communities, people, and the planet. Thames Water offers meaningful career opportunities, flexible working arrangements, and excellent benefits. Join us to make a daily difference to millions of lives while helping protect water resources for future generations.

Experience
Proven experience leading teams within claims, operations, or customer service environments.

About you
An inspiring people leader who motivates, coaches, and develops high-performing teams.
Confident communicator with strong interpersonal skills and the ability to build trust at all levels.
Data-driven and analytical, using insight to identify opportunities and drive continuous improvement.
Resilient, adaptable, and comfortable thriving in a fast-paced, changeable environment.

Qualifications
Knowledge of claims processes or water industry regulation is desirable but not essential.