Job Description

We are currently recruiting for an Operational Support Lead in our recently insourced Repair & Maintenance (R&M) function within Water Networks.



Your role will be to drive the continuous improvement of R&M operations performance through the creation and delivery of new processes, as well as to oversee the development, implementation, and operationalisation of the new R&M contracts.



This role will be central to the successful embedding of the R&M contracts into water networks and the future transformation of the function. Working with senior leaders in Operations and Contract Partners to deliver meaningful and sustainable change to the benefit of our customers and the environment whilst meeting H&S, financial and regulatory objectives.

Base location:

Darenth - Kent - DA27SR (Additional travel to wider sites may be required, such as Brixton and Epsom.)

Working pattern or hours:

Hybrid - 36 hours per week (Mon-Fri)

Full UK Driving License Required.

What you'll be doing as an Operational Support Lead:

Regional point of contact for supplier relationship management, to optimise effective delivery in line with commercial agreements. Understand operational requirements and commercial constraints to then gain supplier agreement to working patterns, depot allocation and skill requirements. Actively support the transition towards a heavier Direct Labour model. Liaise with operational management to understand FTE requirements/budget and Capacity planning to understand the forecast. Liaise with the commercial team to facilitate supplier terms and conditions where required. Liaise with suppliers to capture data and coordinate onboarding; liaise with Operational Projects and Logistics (OPAL) to confirm plant/kit requirements. Requesting team IDs for Thames Water Stores, onboarding activities with OPAL and Digital, and Learning & Development. Monitoring, reviewing and reporting availability of contractor resources to highlight risks and concerns to optimise operational performance. Support effective pairing of R&M team members (Technician and Operative). Facilitate effective supervisor working patterns to manage standby, weekend, Christmas and bank holidays. Managing contractors to ensure data integrity for use in future planning and assurance.

What should you bring to the role?

Be a person who identifies problems before they arise, as well as being a practical and intuitive thinker. Be a tenacious and resilient individual with the ability to work with confidence in a challenging and reactive environment. Have a track record in project delivery and be able to demonstrate delivery against commercial and operational objectives. Have a strong focus on continuous improvement. A confident speaker who can present to a frontline workforce the needs of the business and vision. Be comfortable adapting your communication style to delivery teams as well as more corporate senior stakeholders, and to display demonstrable experience of this. Be responsible for the preparation of documentation for the risk review session as required. Be fully competent at using IT systems and Office software. Have the ability to articulate clearly business cases linked to benefits and risk; this is crucial to the success of this role.

What's in it for you?

Offering a Salary up to 50,000 per annum, depending on skills and experience. Annual Leave:26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays) Company Car Allowance provided. Pension: Maximum of 12% = 2x employee contribution. Performance Related Pay Plan (PRPP): Max (of salary) = 10%. On Target (of salary) = 5%. Generous Pension Scheme through AON. Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.



Whether you're interested in a role in one of our call centres or science labs, we're looking for people like you with real passion and a burning desire to make things better.



So, 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's 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.



Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, 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.