Field Quality and Process Improvement Manager
Posted 6 days 7 hours ago by Thames Water Utilities Limited
Field Quality and Process Improvement Manager - Ref 42772. Location: Epsom - KT17 1BW. Contract: Permanent. Hours: 36 per week. Salary: from £41,000 to £50,000 depending on skills and experience. Closing date: 28/10/2025.
As a Field Quality and Process Improvement Manager, you'll act as the key link between internal teams, ensuring seamless handovers and driving continuous improvement. You'll also design and deliver engaging training and development sessions for our Field Teams and Service Providers, building alignment, confidence, and consistency in performance.
What you'll be doing- You'll support the Service Delivery Manager to improve processes and boost delivery across the region. Your role will include auditing service providers, ensuring compliance with DMEX and other standards, and maintaining high levels of quality and performance.
- Audit service provider performance and DMEX submissions each month, ensuring full compliance with Water UK standards and driving a culture of quality.
- Lead root cause and trend analysis to identify issues, uncover opportunities, and support continuous improvement across service delivery.
- Design, deliver, and evolve engaging training programmes for field teams and service providers, focused on safety, technical excellence, and outstanding customer experience.
- Champion learning and development - promoting best practice, driving mandatory training compliance, and supporting leaders in embedding high standards.
- Act as a subject matter expert, collaborating across engineering, safety, and compliance teams to align quality and training with business goals.
- Communicate findings and insights through clear, engaging reporting and presentations that inspire action and improvement at every level.
Location: Based in our Epsom office
Working hours: This is a Hybrid role with 3 to 4 office/field days per week
What you should bring to the role- Strong understanding of project delivery, contracts, and commercial drivers, with the ability to analyse data and make informed decisions.
- Proven experience in quality management, training, or supervisory field roles, with a focus on performance and continuous improvement.
- Excellent communication, stakeholder management, and influencing skills, combined with the ability to lead change effectively.
- Customer-focused mindset with experience in performance management and embedding quality frameworks.
- Technical aptitude, ideally with a relevant degree, understanding of DMEX metrics, and process mapping experience.
- Full, valid UK driving licence and the motivation, drive, and organisational skills to deliver results across teams and projects.
- Offering an annual salary from £41,000 to £50,000 per annum depending on skills and experience.
- 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
- Performance-related pay plan directly linked to both company and individual performance measures and targets.
- Generous Pension Scheme through AON.
- Access to benefits to support health, wellbeing and finances - including annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers, and life assurance.
Thames Water is the UK's largest water and wastewater company, serving more than 16 million customers. We are committed to building a better future for customers, communities, people, and the planet.
Thames Water is a diverse and inclusive place to work. We welcome applications from everyone and will support you through the recruitment process. If you need adjustments, please let us know.
Disclaimer: Due to high application volumes, we may close the advert earlier than the advertised date. Please apply soon to avoid disappointment.