Debt Contact Optimisation Manager

Are you passionate about improving customer engagement and driving innovation in contact strategies? Join us as a Debt Contact Optimisation Manager and help shape how we connect with our customers through smarter, more effective communication channels.

What you’ll be doing as a Debt Contact Optimisation Manager

As a Debt Contact Optimisation Manager, you will identify, define and deliver improvements to our non‑dialler contact methods (SMS, IVM, email and emerging channels). With Thames Water implementing a new Collections system, this role will be integral to the safe transition of outbound communication into the new platform and to exploiting its new capabilities.

You will also provide support to the Dialler Manager, ensuring resiliency and continuity of service. Working closely with Collections Operations, Credit Strategy, Digital and Delivery teams, you’ll ensure improvements meet business needs, are thoroughly tested, and deliver positive outcomes for customers and performance.

Your key responsibilities will include:

• Leading end-to-end delivery of approved contact optimisation initiatives.
• Developing business cases and solutions using customer feedback and data insights.
• Collaborating with stakeholders to define problem statements and shape effective solutions.
• Building trusted relationships and gaining buy-in across teams.
• Prioritising initiatives based on business value and measuring impact.
• Communicating clearly and consistently to influence and engage stakeholders.

Base location: Hybrid - Swindon, SN2 8BN with occasional travel to Clearwater Court, Reading

Working hours: Monday to Friday, 36 hours per week

What you should bring to the role

• Ability to manipulate and interpret data to identify opportunities.
• Strong stakeholder management and customer-centred thinking.
• Energetic and tenacious throughout the change lifecycle.
• Skilled in requirements elicitation (interviews, scenarios, workflow analysis).
• Experience in continuous improvement and cross-functional delivery.
• Ability to rapidly understand business needs, trends and constraints.
• Excellent presentation skills, simplifying complex analysis for strategic decisions.

Desirable:

• Experience with Agile delivery lifecycle.
• Background in change and transformation.
• Ability to create business cases and develop benefits/cost structures.
• Proficiency in Excel, Word, and PowerPoint.
• Familiarity with Thames Water systems such as SAP ISU and SAP C4C.

What’s in it for you?

This role offers a unique opportunity to innovate how we engage with customers while contributing to our mission of building a better future.

• Competitive salary from £47,000 to £57,000 per annum depending on experience
• 26 days holiday per year increasing to 30 with length of service (plus bank holidays)
• Generous Pension Scheme through AON
• Wellbeing support, Cycle to Work scheme, shopping discounts, 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 Water

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.