Income Value Manager

At Thames Water, we provide an essential service to 16 million customers every day, delivering water and wastewater services that help communities and the environment thrive. As the UK’s largest water company, we’re transforming how we operate to build a more resilient future.

We are seeking an Income Value Manager within the Debt Recovery team to lead value delivery across our debt recovery operations. In this high-impact role, you’ll leverage data, insight, and strategic thinking to optimise recovery outcomes, support vulnerable customers, and ensure full compliance with regulatory requirements.

What will you be doing as an Income Value Manager

As an Income Value Manager, you will play a critical role in driving debt recovery performance through data-led insight and strategic decision-making. You’ll monitor and optimise third-party Debt Collection Agency (DCA) and litigation performance, identify key drivers and trends and support the development of effective recovery strategies.

This business-critical role works closely with senior internal stakeholders and external partners to maximise collections while delivering fair customer outcomes. You’ll thrive in a fast-moving, evolving environment and bring strong analytical capability, stakeholder engagement, and commercial judgement to support ongoing transformation.

Base location: Hybrid - Walnut Court, Swindon

Hours: 36, Monday – Friday 9am – 5pm

What you should bring to the role:

• A strong track record of driving measurable performance improvements, using KPIs and insight to deliver value across debt recovery and collections activity
• The ability to translate data into clear actions, identifying performance drivers, trends, and opportunities that improve customer and commercial outcomes.
• Experience in setting, monitoring, and challenging KPIs to optimise third-party partner performance and ensure delivery against agreed objectives.
• A clear understanding of governance, controls and regulatory expectations, with the confidence to embed compliance into day-to-day performance management.
• The capability to hold partners and stakeholders to account, using evidence-based insight to influence decisions and outcomes.
• A results-focused mindset, with experience tracking benefits and demonstrating value from operational and strategic changes.
• Strong communication skills, able to present performance insight clearly to senior stakeholders and drive informed decision-making.

To thrive in this role, the essential criteria you’ll need are:

• Performance, Governance & Control: Own the performance, governance, and control of recovery systems and processes.
• Strategy Alignment: Ensure recovery processes align with strategy and drive continuous improvement in customer outcomes.
• Regulatory Compliance: Maintain full regulatory adherence across recovery activities
• Data & Insight: Provide data-led insights to support Debt Collection Agency performance, driving operational improvements, policy recommendations, and benefit tracking.
• Change & Transformation: Contribute to the recovery's change roadmap, supporting an effective end-to-end customer journey for both customers and the business.
• Process Documentation: Ensure all recovery processes, controls, and governance are clearly documented and kept up to date.
• Customer Outcomes: Review and assess customer outcomes across recovery processes to ensure fairness and effectiveness.
• Operating Model: Review and optimise the recoveries operating model to support strategic objectives.
• Reporting & MI: Identify, develop, and address recovery data and reporting requirements
• Stakeholder Management: Partner with senior internal stakeholders to deliver expertise, insight, and results against business commitments.
• External Engagement: Manage relationships with external partners and stakeholders
• Cross-Functional Working: Collaborate closely with Finance, Customer Services, Digital, Suppliers, and other key teams.
• Risk Management: Identify, document, and mitigate risks to ensure effective control and compliance.

What’s in it for you? 

• Competitive salary from £45,000 to £55,000 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's 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.