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 needsPeople 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 valuesAssurer & 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 improvementsContinuous 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 goalsContent 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 efficientlyBase 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 customer-facing roles with a solid understanding of the business
Proven ability to deliver outstanding customer service
Skilled in leading, motivating, and developing team members
Strong coaching capabilities to support individual and team growth
Confident in providing constructive feedback, including managing challenging conversations and performance development
Experience in change management and driving successful outcomes
Excellent communication and interpersonal skills, with the ability to build strong relationships
Demonstrated commercial awareness and sound business judgement
Familiarity with Collections processes and systems is advantageous
Proficient in Microsoft Office applicationsWhat’s in it for you?
Competitive salary starting from £32,255 per annum, dependent on skills and experience
Annual leave: 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
Performance-related pay plan directly linked to company performance measures and targets.
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 (Please note different T&Cs apply if on secondment)
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
Salary description
£32255.00 - £32255.00 per year