Job Description

Are you passionate about delivering outstanding customer experiences, driving change, and making a real impact? At Thames Water, we're looking for a

Delivery & Governance Lead

to champion improvements across people, processes, and technology within our Complaints function, ensuring every initiative enhances the way we serve our customers.

What you'll be doing as our Delivery & Governance Lead

you'll take ownership of initiatives from start to finish, ensuring they deliver measurable value. You'll work closely with agile product teams to design and implement solutions that meet business needs, while safeguarding customer experience and business performance.



Your responsibilities will include:


Leading end-to-end delivery of assigned initiatives with a structured, customer-centred approach. Producing clear, regular reporting and governance presentations to keep stakeholders informed. Managing risks and issues, maintaining the RAID register, and escalating where necessary. Collaborating with subject matter experts to track progress, benefits, and resolve blockers. Building strong business cases and driving continuous improvement. Influencing and engaging stakeholders at all levels to gain buy-in and ensure success. Prioritising workload based on business value and listening to end users to shape solutions. Measuring and demonstrating the business value created by your initiatives.

Location: Hybrid - Walnut Court - SN2 8BN



Hours: 36 hours per week

What you should bring to the role:

To thrive in this role, the essential criteria are:


Proven experience in stakeholder management and influencing at all levels. Strong analytical skills with the ability to elicit requirements and define solutions. Demonstrated experience in a Customer Service environment, with a track record of improving processes and delivering customer satisfaction improvements. Experience in continuous improvement and working within cross-functional teams. Excellent planning skills, tenacity, and the ability to thrive in a fast-paced environment.

What's in it for you?

A competitive salary starting up to 64,000 per annum, depending on skills and experience. Generous holiday allowance - 26 days plus bank holidays, rising to 30 days with service. Performance-related bonus - linked to company and individual success. Pension scheme - through AON. Health & wellbeing benefits - including annual health MOTs, physiotherapy, counselling, and more. Lifestyle perks - Cycle to Work scheme, shopping vouchers, life assurance, and more.

Find out more about our benefits and perks

Who are we?

We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our

purpose and values

Working at Thames Wate

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Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.



If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.



Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.



We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that's extra time, accessible formats, or anything else just let us know, we're here to help and support.



When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.