Collections Team Leader

Location: Upper Stratton

Step into a leadership role that truly makes an impact. Join Thames Water as a Collections Team Leader on a 9-12 month secondment and help shape exceptional customer outcomes while supporting the growth of your team.

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.

What you will be doing as a Collections Team Leader
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.

Duties to include, but not limited to:

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

Assurer & Reviewer:

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

Continuous Improver:

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 escalate 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

Base location:
Currently based at our Walnut Court office in Kembrey Park, Swindon. We are relocating to new office premises at Newbridge Square, Swindon, in 2026.

Hours:

36 hours - 6-week rotational shift schedule.
Shifts are as follows: 8:00 am – 3:45 pm, 8:30 am – 4:15 pm, 9:00 am – 4:45 pm, 9:30 am – 5:15 pm, 10:00 am – 5:45 pm, 12:15 pm – 8:00 pm.

To thrive in this role, the essential criteria you’ll need are:

Previous experience in Collections and/or within TW is desirable
Strong background in…