Extra Care Service Delivery Manager

Salary: £13.62 per hour

About the role
 
This role will be responsible for delivering end to end Extra Care journeys converting strategic vision into successful operational executions while working with senior management to identify and evaluate continuous improvement initiatives.
 
You will be responsible for the engagement and operational management of the Extra Care team, promoting and driving a high performing culture focused on delivering quality customer experiences.
 
The role is a 10 to 12 month fixed term contract.
 
Key areas of accountability will include:

Assisting with creating a detailed execution plan which identifies operational activities to deliver a successful end to end extra care journey including continuous improvements of processes which keep the customer at the heart of our decision making.
Reviewing and refining the end to end journey/processes for to ensure we are making it easy as possible for this customer group to transact with us
Developing the necessary risk-based extra care segmentation, both from a data perspective and systems delivery to enable a single view of the customers
Reviewing our extra care capabilities to identify any gaps and ensure we have a people plan to meet our Future state capabilities
Ensuring the necessary data and reporting is in place to be able to effectively manage the performance of the team
Implementing strategies to drive customer uptake of digital channelsCore Accountabilities:

Ensure agreed service level targets are met
Drive effective and sustainable operational performance across journeys
Maximise cost to service through optimising use of resources across channels
Develop and delivery of NPS by driving great customer experiences through coaching and mentoring teams
Optimize first time resolution culture through all service levels by building and maintaining a motivated team with clear service deliverables, processes and controls
Support implementation of change initiatives while maintaining BAU services
Understand wider strategy and ensure targets are embedded in day to day activated e.g vulnerable customer strategy, social tariffs

Good knowledge of customer journeys and transaction services specifically extra care, account management and technologies
An understanding of first contact resolution processes
Proven record of driving performance improvements in an operational environment / customer facing environment
Experience of promoting and embedding sustainable change

Proven record of leading change initiatives
Experience of budget and forecasting management
Experience of P&L management and accountability
What’s in it for you?
 
If you have a real passion for customer this is an excellent opportunity for someone to get involved in shaping the service, we provide to financially vulnerable customers and customers struggling to access our services.
 
Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also have a referral scheme, where you can receive £13.62 for helping someone get a permanent position within the company.
 
We’re proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
 
Click here to find out more about working at Thames Water 
 
About us: 
 
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
 
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future. 
 
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities. 
 
Together, we’re building a better future for our customers, our region and our planet. 
 
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.