Field Quality and Process Improvement Manager

Field Quality and Process Improvement Manager
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 as a Field Quality and Process Improvement Manager:
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.

What’s in it for you?

• 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 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.