CSL Assurance Supervisor

Thames Water is seeking a proactive, quality-focused CSL Assurance Supervisor to play a vital role in delivering an outstanding Customer Side Leakage (CSL) service. If you thrive on problem-solving, field supervision, and making a meaningful impact on customer experience, this is a great opportunity to help shape how we protect our network and support our communities.

What you’ll be doing as the CSL Assurance Supervisor:

You’ll serve as the crucial connection between our service delivery teams across the Thames Valley region, field repair partners, and our customers, making sure all planned and reactive work is carried out safely, efficiently, and to the highest standards.

Each day will be varied as you support field teams on-site, uphold quality, and keep customers informed and confident in our service, while building strong, collaborative working relationships with our repair partners to drive performance and continuous improvement, and proactively assisting in the resolution and reduction of customer complaints.

Key Responsibilities:

Large Leaks / High-Profile Jobs

• Attend sites to support repair teams and ensure efficient, high-quality delivery.
• Provide hands-on supervision and technical guidance for complex or high-visibility leaks.
• Maintain live communication with repair partners to monitor progress in real time.
• Conduct customer site visits to build trust and ensure clear communication.
• Proactively remove obstacles to keep repairs on track.

Planned Work Management

• Review upcoming planned work, guiding scheduling and prioritisation decisions.
• Resolve blockers such as permits, access issues, customer availability, or material shortages.
• Visit sites for complex repairs to assess methods and agree on optimal solutions.
• Collaborate with the Service Delivery Team to track performance and ensure timely completion.

Audits & Compliance

• Conduct a minimum of four high-quality site audits per month.
• Ensure audits cover critical H&S, water quality, and workmanship standards.
• Identify and address non-compliance issues promptly, escalating when necessary.
• Support reporting to highlight trends and drive continuous improvement.

Abort & Attrition Performance

• Monitor abort and attrition levels across repair partners.
• Respond to live situations where abort risks arise, escalating appropriately.
• Share insights and data with partners to reduce avoidable aborts.
• Enhance outcomes through proactive planning and consistent on-site presence.

Key Deliverables

• Minimum of four compliant site audits per month with complete evidence.
• Active and consistent engagement with repair teams and customers.
• Full compliance with H&S, water quality, and workmanship standards.
• Reduced abort and attrition rates through effective supervision and planning.

What you should bring to the role:

• Demonstrable experience working within a CSL operation is essential, including hands‑on operational understanding of how CSL repairs are delivered in the field, and the practical problem‑solving required to complete jobs where access, customer or technical challenges arise.
• Experience in a supervisory or field‑based role within the water industry.
• Strong understanding of leakage repair, reinstatement, and network operations.
• Excellent working knowledge of H&S, NRSWA, and water hygiene standards.
• Confident communicator able to liaise with customers, repair partners, and internal teams.
• Ability to assess issues on site and make sound, quick decisions.
• Competent IT skills for reporting and updating systems accurately.

Location: Hybrid - Field Based - Base Location: Kidlington - OX5 1QT (Occasional
travel to London may be required)
Hours: 36 hours per week

What's in it for you?

• A competitive salary starting of £46,000 per annum.
• 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 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.