Contract & Performance Manager

Posted 6 days ago by Pertemps
Location Reading Job Type Permanent
Salary £55000 - £65000 per annum Sector Executive and Management
About the role:

The Contract and Performance Manager role within Thames Water’s Wholesale Market Services (WMS) is a key commercial and operational bridge between Thames Water’s Non Household wholesale business,  and our retailer and wholesaler (NAV) customers, with responsibility for a fifth of Thames Water’s sales. The role has three key management roles within this dynamic fast paced environment: the commercial relationships with our retailers and wholesaler customers, planning and communication across WMS / wholesale operations and performance reporting and improvement across WMS / wholesale operations.  In addition, the role also involves extensive stakeholder engagement, including senior management.

As part of your role you will be expected to:

Formalise, develop, implement and continually improve WMS’ strategies and plans related to Communication, Operational Business Planning, Market Performance Reporting, WMS performance reporting, Training, Retailer Account Management and NAV Account Management. Ensure these are aligned with the strategic plans of Thames Water.

Maintain and develop the partner relationships with Thames Water’s customers and other stakeholders in the Non-household retail and NAV markets, ensuring all associated contractual documentation is commercially and sensitively managed.

Manage the performance reporting framework and performance monitoring governance processes. Driving teams across Thames to analyse performance trends, explain exceptions, drive and capture improvements and communicate overall trends to key stakeholders on a regular basis via clear status reports.

Conduct strategic analysis to identify service delivery risks and opportunities, ensuring the implications of these are accounted for and communicated within Thames Water as appropriate.

Lead and drive continuous service improvements and process enhancements to improve service delivery and customer experience.

Engage with and develop collaborative relationships with senior and operational managers across the organisation, in particular Accountable and Responsible managers for Services to NHH Retailers and NAVs.

Manage and support the development of a detailed training programme within Wholesale Market Services to enable competent completion of market related activities.

Manage the internal non-household steering board and non-household market meeting, key parts of the internal governance framework for monitoring the performance of TWUL wholesale in servicing our retailers.

To be successful you will have the following skills and experience:
  • Senior management level with a hands-on, inquisitive and driving approach to ensure outcomes are achieved.
  • Managing contracts, driving effective business planning and delivering insight of key business performance.
  • Production and presentation of operational insight to senior leaders such as  monthly service level reports.
  • Engaging and influencing stakeholders across an organisation to drive change and embed commitment to service excellence and customer experience.
  • Development of strong relationships within own organisation as well as with B2B customers.
  • Leading a cross-functional teams.
  • Provision of Director ready communications including decision papers and presentations.
  • Service demand forecasting.
  • Experience of market operation (preferably in the Water Sector).
  • Commercial knowledge of the NHH Retail and NAV markets and the associated contracts.
  • Experience of working in an operational environment alongside technical and operational teams. 
What’s in it for you:

The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater supplier. We are embracing this challenge by becoming more market-focused, and implementing innovative changes needed to enable continuous service improvement and customer choice.  

As part of the wholesale market services, this division is required to facilitate the delivery of our business’s market services and obligations.  We enable the sale of services to all companies licensed to operate in the water markets, this equates to over £400m of revenue. As well as managing approximately £200m of risk associated with market compliance. 

This is a unique opportunity to play a major part in shaping and driving customer service, compliance and revenue across WMS and the wider Thames. We will provide you with all the tools you need to grow within the business and embark on a successful career with Thames Water.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. You will receive a car allowance and a bonus of up to 20% of annual salary.
This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community around Reading, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
About us: 

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.