MIA Processing Team Manager

Thames Water have an exciting opportunity within our NHH Smart metering & Demand reduction team for a driven and proactive MIA Processing Team Manager on a 13 – 18 Month Fixed Term Contract.

We are looking for someone who can lead with confidence, inspire high performance, and ensure accurate and timely processing of meter data to support excellent customer service and regulatory compliance.

What you’ll be doing as the MIA Processing Team Manager: You will lead the
Meters into Account (MIA) processing team, ensuring accurate and timely property and meter data submission in line with market codes and service levels. Your role involves motivating the team to deliver excellent internal and external customer service, improving satisfaction scores, reducing complaints, and driving quality. Managing contractors and collaborating with delivery teams and Self-Lay Providers to ensure accurate meter installations and data return. You will also oversee stock delivery, monitor team performance, budget, and work in progress, while identifying risks and efficiencies to support strategic decision-making.

Key Accountabilities

• Lead and manage a high-performing support team, ensuring delivery against internal and external targets.
• Build strong stakeholder relationships to support efficient service delivery.
• Oversee team workflow, prioritising customer needs, SLAs, escalations, and complaints.
• Plan strategically to meet current and future operational demands.
• Keep the team informed on process and legislative changes through clear communication.
• Prepare and present reports and performance updates to stakeholders.
• Lead stakeholder meetings, highlighting performance, risks, and mitigation actions.
• Adapt to fluctuating volumes to manage emerging risks.
• Provide feedback and insights to support organisational improvements.
• Monitor team performance, coach and develop staff to meet excellence standards.
• Conduct quality audits and deliver ongoing feedback.
• Ensure compliance with processes, legislation, and upcoming regulatory changes.
• Champion a culture of customer excellence and continuous improvement.
• Manage people aspects, including 1:1s, performance, attendance, and team development.
• Motivate and support the team, identifying talent and succession opportunities.
• Promote a strong Health & Safety culture.
• Act as the escalation point for team-level complaints.

What you should bring to the role:

• Fully competent at using the appropriate Company IT Systems and Office Software.
• Educated to A-level, graduate, or equivalent a minimum of two years relevant work experience, or ONC/HNC or equivalent.
• Track record of strong performance and a demonstrated ability to deliver results, gathered from experience.
• Significant relevant industry experience and understanding of the water industry business.
• Ability to prioritise high volumes of work in a fast-paced environment where daily responsibilities can change.
• Excellent organisational skills.
• Ability to work independently and as an integral part of the team, and the ability to sell ideas to a wide range of senior stakeholders.
• Highly focused customer service professional.

Location: Hybrid - Clearwater Court - RG1 8DB (Occasional travel to other sites and offices).

Hours: 36 hours per week

What’s in it for you?

• Competitive starting salary of £39,000 and up to £45,000 per annum.
• 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'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.

Our overarching aim is to ensure that Thames Water is a 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. We aim 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 enriching 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 advertisement earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.