Customer Performance Partner

We’re looking for a Customer Performance Partner to take the lead in driving customer excellence across our Developer Services teams and key outsourced partners, both onshore and offshore. You’ll play a pivotal role in improving D-Mex and CSAT performance, reducing complaints, and ensuring that every customer journey meets our high standards.

What you’ll be doing as a Customer Performance Partner
In this role, you’ll monitor daily performance, tackle barriers to success, and champion continuous improvement across DS Transformation. You’ll own the Continuous Improvement process, keeping momentum on key initiatives, maintaining strong communication, and delivering real, measurable progress in customer satisfaction.

• Drive offshore partner performance – monitor and manage daily performance for EXL and Tech Mahindra, ensuring actions are delivered, issues are resolved, and continuous improvement is embedded.
• Strengthen onshore partnerships – build strong relationships with all partners, analysing performance and ensuring targets are met to deliver a consistent Thames experience.
• Champion Developer Services excellence – track and improve customer performance across teams, aligning efforts to enhance consistency and meet customer expectations.
• Lead customer experience improvements – own and deliver end-to-end journey enhancements and improvement projects that make a real difference for our customers.
• Be the voice of the customer – represent customer insight and experience in all change initiatives, ensuring their needs are at the heart of DS Transformation.

Based in our Clearwater Court office in Reading
This is a Hybrid role

What you should bring to the role

• A confident communicator - able to adapt your style for different audiences, build strong relationships, and collaborate effectively across Retail, Operations, and partner organisations.
• A skilled relationship and stakeholder manager - capable of bringing teams together, influencing without direct authority, and ensuring alignment to shared goals.
• A change champion - experienced in driving and embedding change, delivering improvements that create measurable value for customers and the business.
• Commercially aware and performance-focused - able to understand the financial and operational impact of decisions, ensuring partner performance delivers maximum DMEX benefit and business value.
• Analytical and improvement-driven - comfortable using data and customer insights to map journeys, identify opportunities, and implement efficient, customer-centric ways of working.

What’s in it for you?

• Competitive salary £33,000 per annum
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON.
• Performance-related pay plan directly linked to company performance measures and targets.
• 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

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.