Customer Service Team Manager Review
at Thames Water
Higher Level Apprenticeship
Retail Manager
Swindon, Wiltshire
Review Submitted: March 2025
Overall Rating
4.1 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
-
Overview of Role
4/5
-
Skills Development
3.6/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I currently manage a team of 17, this includes a variety of daily and weekly responsibilities:
• Supporting staff and customers on their bill to cash journey
• Data collection and analysis
• Coaching, weekly and annual performance reviews with each team member
• Conflict management within the team and with customers
• Resource management
• Creating training documents and presentations to support the team
• Negotiating and building rapport with customers to resolve complaints
• Recruitment and interviewing potential candidates
• Risk assessments and change management
• Supporting staff and customers on their bill to cash journey
• Data collection and analysis
• Coaching, weekly and annual performance reviews with each team member
• Conflict management within the team and with customers
• Resource management
• Creating training documents and presentations to support the team
• Negotiating and building rapport with customers to resolve complaints
• Recruitment and interviewing potential candidates
• Risk assessments and change management
To what extent do you enjoy your programme?
4/5
The workshops have been helpful, I find the learning content and regular meeting with my tutor a valuable resource, overall it has bene an enjoyable and exciting experience.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have furthered my knowledge in the next level of management, been exposed to what is needed in operational and planning management in a business, these skills I have already been able to apply to my daily work.
Structure and Support
How well organised/structured is your programme?
4/5
The course is well structured, I have some flexibility if I need it.
How much support do you receive from your employer?
4/5
My line manager has been very supportive, giving helpful feedback, and making sure I get exposure to areas I need to support my learning.
How much support do you receive from your training provider when working towards your qualifications?
4/5
My tutor has been very supportive, with regular meetings, detailed feedback and encouragement.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I have learnt skills that not only help me in my current role, but are supporting me in moving forward in my career.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
1/5
There's a yearly raft race, but the company don't organize any other activates, within teams we try to have nights out but nothing department wide, the nature of what we do means we don't have the time to do that.
Recommendations & Advice
Would you recommend Thames Water to a friend?
Yes
Why?
The company looks after their staff, I feel very much part of a team and know there is support from me colleagues and Line Managers if I need it.
What tips or advice would you give to others applying to Thames Water?
Be prepared to work hard, it's a face paced role with a lot of information to learn, you will be supported and looked after, with opportunities for growth, but you need to be willing to put the effort in to get it.
