Field Quality and Process Improvement Manager

Field Quality & Process Improvement Manager

Step into a role where you’ll be the driving force behind operational excellence and continuous improvement. As the Field Quality & Process Improvement Manager, you’ll bridge the gap between teams, champion best practices, and empower our field workforce and service partners through impactful training and development. Your mission? To raise the bar on quality, compliance, and customer experience across the region.

What you’ll be doing as a Field Quality and Process Improvement Manager

• Lead with Insight: Audit service provider SLA performance and DMEX submissions monthly, ensuring full compliance with Water UK standards while fostering a culture of quality and accountability.
• Drive Improvement: Conduct root cause analysis and trend reviews to uncover issues, identify opportunities, and implement solutions that elevate service delivery.
• Inspire Learning: Design engaging training programs for field teams and service providers, focusing on safety, technical mastery, and exceptional customer experience.
• Champion Development: Promote best practices, ensure mandatory training compliance, and support the embedding high standards across the team.
• Be the Expert: Collaborate with engineering, safety, and compliance teams to align quality initiatives and training with strategic goals.
• Communicate with Impact: Transform data and insights into clear, compelling reports and presentations that spark action and drive results.

Based in our Clearwater Court office in Reading or in the Depot in Kidlington, Oxford.

This is a Hybrid role with 2 office days per week

What you should bring to the Role

• Vision & Commercial Acumen: A deep understanding of project delivery, contracts, and commercial drivers — with the ability to turn data into decisions that shape the future.
• Proven Leadership in Excellence: Experience in quality management, training, or supervisory roles, with a passion for driving performance and embedding a culture of continuous improvement.
• Influence That Inspires: Outstanding communication and stakeholder engagement skills, enabling you to lead change and bring people on the journey toward higher standards.
• Customer-First Mindset: A commitment to delivering exceptional experiences, backed by expertise in performance management and quality frameworks.
• Technical Confidence: Ideally, degree-qualified, with strong technical aptitude, knowledge of DMEX metrics, and the ability to map processes that unlock efficiency and innovation.
• Drive to Make an Impact: A full UK driving licence and the energy, resilience, and organisational skills to deliver results that matter 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)
• 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.