Monitoring and Testing Lead

Who are we?

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.

About the role

We have a great opportunity to join our Customer, Risk and Controls team in Swindon. The Monitoring and Testing Lead role is key to ensuring our processes and strategies deliver appropriate customer outcomes for Financial Customer Care (FCC) customers.

Responsibilities will include monitoring and testing the control landscape within FCC, ensuring our risk mitigation controls function as expected, reducing customer-impacting incidents and improving satisfaction. You will identify opportunities for additional or improved controls/reporting, and conduct root cause analysis into control failings, providing recommendations for strengthening as required.


What you will be doing:

• Conduct testing of existing controls and monitoring to ensure they remain fit for purpose
• Produce insight and recommendations to improve existing or introduce new controls
• Produce meaningful reports and feedback to teams to drive performance and improve compliance, reducing risks and customer incidents
• Support business stakeholders with their identification, management and mitigation of their key process risks and provide expert guidance on appropriate controls
• Build strong relationships with key stakeholders
• Identify, evaluate and propose areas for potential improvement in processes and controls ensuring that all work adds value to the business
• Play an active role as part of the Customer Risk & Governance Team, supporting wider improvement activities that promote consistent fair customer outcomes
• Provide ad-hoc advice/support as required

What we are looking for:

• Demonstrable experience of working within a control monitoring, quality assurance, compliance, or audit framework
• Possess an inquisitive and tenacious approach to problem-solving
• Have strong attention to detail
• Show good interpersonal skills, with the ability to build relationships with, and influence key stakeholders
• Have the ability to build compelling recommendations that initiate commitment and action
• Demonstrate a high standard of written and oral communication at all levels
• Be flexible and adapt to different work priorities

What's in it for you?

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year, increasing with length of service, access to money-saving and benefits schemes and much more!

We're proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a rewarding and diverse place to work. If you join us, you'll enjoy our flexible working arrangements and be supported with progression and development opportunities. We're proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

You can find our more in our working for us section of our website.