Case Management Team Leader

Ready to lead from the front and make a real difference to customers every day?

At Thames Water, we’re looking for a passionate and driven Case Management Team Leader to lead a high‑performing team in a fast‑paced, demanding environment. This is a pivotal role where you’ll inspire, motivate and coach your team to deliver exceptional customer outcomes, drive performance, and ensure every case is handled with care, ownership and quality.

If you thrive in a dynamic setting, enjoy developing people, and are motivated by delivering great service, this could be the perfect next step in your leadership career.

What you’ll be doing as a Case Management Team Leader: You’ll lead from the front in our Case Management operation, guiding your team to resolve complex customer queries and deliver first‑time resolution wherever possible. You’ll empower your people to take ownership, think creatively, and achieve the right outcome for every customer.

This is a fast‑paced, target‑driven environment where you’ll coach high performance, champion excellent customer service, and make a real impact every day—while continuing to develop your own leadership skills.

Key accountabilities

• Lead with inspiration and confidence, creating a high‑performing, engaged team through clear direction, coaching and role‑model leadership.
• Communicate effectively with your team, management colleagues and wider business areas to drive alignment and results.
• Put customers at the heart of everything your team does, ensuring positive outcomes and consistently high service standards.
• Drive delivery by achieving productivity targets while maintaining quality and compliance
• Apply strong problem‑solving and sound decision‑making to resolve complex customer issues.
• Champion continuous improvement by reviewing quality feedback, identifying trends and implementing solutions.
• Adapt positively in a fast‑paced, pressurised environment, managing workloads and resources effectively.

Base Location: Hybrid - Walnut Court - SN2 8BN

Hours: 36 hours per week

What you’ll bring to the role

• Proven experience managing a high‑performing team.
• Excellent verbal and written communication skills.
• Demonstrable experience coaching through 1:1s, feedback and performance management.
• Strong IT skills, with a good working knowledge of Microsoft Office.
• A genuine passion for customer service and developing people.
• A proven track record of improving and sustaining service performance.
• Experience managing absence and supporting successful returns to work.

If you’re an engaging, resilient leader who enjoys developing people and delivering exceptional customer outcomes, we’d love to hear from you.

What’s in it for you?

• A competitive starting salary of £38,180 and up to £47,730 depending on skills and experience.
• 26 days holiday per year, increasing to 30 days 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'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.

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.