Location
Watford area, Hybrid - Maple Lodge (STW) - WD3 9SQ

Hours
36 hours per week

Salary
£38,000 to £46,000 per annum, depending on skills and experience

About the Role
Make Every Drop Count. At Thames Water, we provide life’s essential service to millions of customers every day. Reducing leakage is one of our biggest priorities, and that's where you come in. We're looking for a CSL Supervisor to help drive performance across our Customer Side Leakage (CSL) programme. This is an exciting opportunity to combine operational expertise, data-driven decision-making, and stakeholder management to make a real difference to customers, communities, and the environment.

As a CSL Supervisor, you'll play a central role in ensuring Customer Side Leakage activities are delivered efficiently, safely, and in line with Thames Water's performance commitments. You'll oversee the performance of our service providers, using data, insight, and field-based assurance activities to identify opportunities, tackle challenges, and drive continuous improvement. You'll be responsible for ensuring leakage activities are prioritised effectively, customer issues are resolved efficiently, and performance outcomes are accurately reported.

Working closely with our Service Delivery teams, Leak Detection specialists, and Service Providers, you'll help ensure we meet both our regulatory targets and our commitment to customers.

Key Responsibilities
- Drive Operational Performance: Monitor and challenge service provider performance against KPIs, SLAs, and delivery plans. Ensure leakage activities are prioritised effectively to maximise leakage reduction. Support the resolution of urgent and high-priority operational issues. Carry out assurance activities to ensure jobs are completed accurately and performance is correctly reported. Support leakage optimisation and performance improvement initiatives across the business.
- Use Insight to Improve Outcomes: Investigate trends and identify root causes of performance issues. Turn operational information into actionable recommendations. Use reporting and real-time system data to drive decision-making and improve delivery. Identify opportunities to improve efficiency, customer outcomes, and operational performance.
- Support Customers and Communities: Help resolve complex customer issues and complaints. Work collaboratively with operational teams to improve the end-to-end customer journey. Support initiatives that encourage customer self-fix solutions where appropriate.
- Lead Through Influence: Build strong relationships with internal and external stakeholders. Provide performance insight and feedback to operational teams and service providers. Challenge constructively to improve safety, quality, and delivery standards. Lead by example and champion Thames Water's values and behaviours.
- Health, Safety and Compliance: Promote a zero-compromise approach to Health & Safety. Ensure service providers comply with Thames Water policies and regulatory requirements. Support a strong water quality and compliance culture across all activities.

Experience
Supervisory, operational support, or quality assurance experience within the water industry, utilities sector, or a similar regulated environment. Experience working in fast-paced operational environments with multiple competing priorities. Track record of managing contractor or service provider performance. Demonstrated success in improving customer journeys and resolving operational issues. Knowledge of carrying out assurance activities, audits, and compliance checks. Familiarity with monitoring Health & Safety, quality, and performance standards.

About You
Excellent workload management and the ability to prioritise effectively in a fast-paced environment. Strong analytical skills and confidence using Excel and Microsoft Office applications. Outstanding written and verbal communication skills. Ability to influence stakeholders and challenge performance constructively. Strong problem-solving and decision-making skills. High levels of accuracy and attention to detail. A customer-focused approach with a passion for delivering positive outcomes. Experience promoting a quality-first and safety-led culture. Full UK Driving Licence.

Qualifications
Desirable qualifications include New Roads and Street Works Act (NRSWA) Accreditation, NRSWA Supervisor Qualification, and EU Skills Water Hygiene Qualification.