Recoveries Process Lead

At Thames Water, we’re not just delivering water, we’re driving transformation. As we reshape how we serve our customers and operate our business, we’re looking for a Recoveries Process Lead to take the reins of our debt recovery systems and processes.

This is your chance to lead change where it counts, ensuring performance, governance, and customer outcomes are not only robust but future ready.

What you will be doing as our Recoveries Process Lead
You will own the end-to-end Recoveries journey from strategy to execution. Working closely with internal teams and external partners to ensure our operations are efficient, compliant, and always customer focused.

You will be a key player in shaping the future of our Recoveries function, driving continuous improvement and championing best practice across the board.

 Key responsibilities: 

• Lead and optimise all Recovery systems, processes, and controls
• Align operations with our wider strategy to improve customer outcomes
• Ensure full compliance with regulatory and governance standards
• Own the customer experience across the Recoveries journey, with supplier support
• Drive process improvements and contribute to the change roadmap
• Maintain up-to-date governance and process documentation
• Use data and insights to guide decisions and improve performance
• Collaborate with teams across Finance, Customer Services, Digital, Risk, and more
• Represent Thames Water with external stakeholders and partners
• Identify and manage operational risks with clear mitigation strategies

What you should bring to the role:
 We’re looking for a confident, forward-thinking leader who thrives in complexity and change.

• Proven experience in process or operational leadership
• Strong knowledge of debt recovery, customer operations, and compliance
• A track record of delivering change in large, complex environments
• Excellent stakeholder engagement and communication skills
• Commercial and financial awareness
• A data-driven mindset with a focus on continuous improvement
• A structured, governance-focused approach to operations
• The ability to lead in a fast-paced, evolving environment

Location: Hybrid - Walnut Court - SN2 8BN
Hours: 36 hours per week Monday to Friday 

What’s in it for you?

• Competitive starting salary from £38,000 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).
• Access to lots of benefits to help you take care of your and your family’s health and well-being, 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 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 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 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.

Our overarching aim is to ensure that Thames Water is 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. Our aim is 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.