Claims Team Manager

Thames Water Utilities Limited; Swindon; Hybrid; GBP 32,000 - GBP 34,000; Full time

Job summary

A major UK water utility is seeking an experienced Claims Team Manager to lead the Claims Team in a dynamic environment. This role involves managing complex claims and driving team performance while ensuring a high level of customer satisfaction. Ideal candidates will possess proven team leadership skills, effective communication abilities, and a data-driven approach to improve service delivery. This is a hybrid role based in Swindon or Reading.

Benefits

26 days holiday per year

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Proven experience leading teams within a claims or customer service environment.
• Inspiring people leader who motivates and develops high-performing teams.
• Confident communicator with strong interpersonal skills.

Responsibilities

• Lead and inspire a team of Claims Advisors to deliver outstanding performance.
• Own the end-to-end claims journey, ensuring compliance and prompt resolutions.
• Track performance against KPIs to drive efficiency and customer satisfaction.

Skills

Leadership skills

Strong interpersonal communication

Data-driven analysis

Adaptability

Job description

Overview

Job title Claims Team Manager Ref 43979 Division Asset Operations & Capital Delivery Location Reading - Kemble Court - RG2 6AD, Swindon - Walnut Court - SN2 8BN Contract type Permanent Full/Part-time Full-time Hours 36 hours Salary Offering an annual salary of £32,000 - £34,000 depending on skills and experience Job grade B Closing date 13/02/2026

We’re looking for an experienced and motivated Team Manager to lead our Thames Water Claims Team. This is a fantastic opportunity to join a dynamic environment where you’ll play a key role in managing a team responsible for handling complex claims efficiently and professionally.

Responsibilities

• Lead and inspire a team of Claims Advisors (supported by a Claims Specialist) to deliver outstanding performance, engagement and customer outcomes.
• Own the end-to-end claims journey, ensuring cases are handled accurately, compliantly and resolved promptly.
• Track performance against KPIs and service levels, using insight to drive efficiency, quality and customer satisfaction.
• Coach, develop and support your team through regular feedback, training and development conversations.
• Take ownership of escalated and complex cases, ensuring fair, consistent and well-judged resolutions.
• Partner with internal teams to simplify processes and continuously improve service delivery.
• Stay up to date with company policies, regulatory requirements and industry best practices to ensure high standards are maintained.

This is a Hybrid role based in either Swindon or Reading, with core hours being 08.00 am – 4.00 pm or 09.00 am – 5.00 pm

Qualifications

• Proven experience leading teams within a claims, operations or customer service environment.
• An inspiring people leader who motivates, coaches and develops high-performing teams.
• Confident communicator with strong interpersonal skills and the ability to build trust at all levels.
• Data-driven and analytical, using insight to identify opportunities and drive continuous improvement.
• Knowledge of claims processes or water industry regulation is desirable, but not essential.
• Resilient, adaptable and comfortable thriving in a fast-paced, changeable environment.

What’s in it for you?

• Offering an annual salary of £32,000 - £34,000 depending on skills and experience
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• 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.

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.

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.