Street Works Fines and Charges Manager Review
at Thames Water
Degree Apprenticeship
Logistics and Operations
Reading
Review Submitted: April 2025
Overall Rating
4 /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!
3/5
-
Overview of Role
5/5
-
Skills Development
3.8/5
-
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
As the lead of the fines and charges function at Thames Water, my primary
responsibility is the processing and payment of fines and charges associated with street works
activities, this includes both unavoidable and avoidable costs due to non-compliance with NRSWA
legislation. This role involves a combination of administrative oversight, frontline engagement, and
strategic planning. I work closely with various operational teams to identify trends and root causes
of non-compliance, ensuring that proactive measures are in place to reduce penalty volumes and
values. My role also includes negotiating with stakeholders (contractors and highway authorities),
influencing decision-making processes, and driving continuous improvement initiatives to enhance
overall compliance.
responsibility is the processing and payment of fines and charges associated with street works
activities, this includes both unavoidable and avoidable costs due to non-compliance with NRSWA
legislation. This role involves a combination of administrative oversight, frontline engagement, and
strategic planning. I work closely with various operational teams to identify trends and root causes
of non-compliance, ensuring that proactive measures are in place to reduce penalty volumes and
values. My role also includes negotiating with stakeholders (contractors and highway authorities),
influencing decision-making processes, and driving continuous improvement initiatives to enhance
overall compliance.
To what extent do you enjoy your programme?
2/5
I genuinely enjoyed my apprenticeship, not just for the qualification, but because of the personal and professional transformation it helped bring about. It challenged me in ways I hadn’t anticipated, and gave me the opportunity to pause, reflect, and refine how I lead, think, and deliver value in the business.
In being perfectly transparent however, one of the more frustrating aspects was the inconsistency caused by tutor changes. I had built a strong working relationship with my original practice tutor who helped shape the early structure and expectations of my portfolio. I spent a significant amount of time and effort building this evidence based on their guidance and with their sign-off. However, after they left the organisation through redundancy just before my final year, I was allocated a new tutor. Unfortunately, their interpretation of the expectations was very different, and I was told that much of my portfolio work wasn’t adequate, even though it had been previously approved (EPA Ready). That felt like the goalposts had been moved late in the game, which caused a lot of unnecessary stress. I had to rework large sections of the portfolio at a critical time, which meant shifting focus away from other important priorities, including a project and preparation for my end-point assessment. It was difficult, and at times felt disheartening.
In being perfectly transparent however, one of the more frustrating aspects was the inconsistency caused by tutor changes. I had built a strong working relationship with my original practice tutor who helped shape the early structure and expectations of my portfolio. I spent a significant amount of time and effort building this evidence based on their guidance and with their sign-off. However, after they left the organisation through redundancy just before my final year, I was allocated a new tutor. Unfortunately, their interpretation of the expectations was very different, and I was told that much of my portfolio work wasn’t adequate, even though it had been previously approved (EPA Ready). That felt like the goalposts had been moved late in the game, which caused a lot of unnecessary stress. I had to rework large sections of the portfolio at a critical time, which meant shifting focus away from other important priorities, including a project and preparation for my end-point assessment. It was difficult, and at times felt disheartening.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
New Skills:
Strategic Project Leadership
Conflict Resolution
Development of Existing Skills:
Leadership and Team Influence
Operational Planning and Resource Management
Communication and Engagement
Self-Reflection and Personal Growth
Strategic Project Leadership
Conflict Resolution
Development of Existing Skills:
Leadership and Team Influence
Operational Planning and Resource Management
Communication and Engagement
Self-Reflection and Personal Growth
Structure and Support
How well organised/structured is your programme?
2/5
The structure of the apprenticeship in terms of its framework, timeline, and module content was well laid out. There was a clear pathway from foundational learning to more advanced application, particularly when linking theory to practice through the portfolio and final project. I found that progression really effective in building my confidence and capability as a manager. However, I did experience some challenges in the consistency of delivery, particularly due to tutor transitions across modules.
How much support do you receive from your employer?
5/5
I was fortunate to receive a good level of support from Thames Water throughout my apprenticeship, both in terms of encouragement and access to opportunities that allowed me to grow as a manager. My line manager played a particularly key role in my development journey. That level of trust gave me the platform to apply what I was learning in a high-impact, real-world scenario.
I also had incredible support from the organisations learning function within HR who always understood where I was at in my journey and were always in my corner.
I also had incredible support from the organisations learning function within HR who always understood where I was at in my journey and were always in my corner.
How much support do you receive from your training provider when working towards your qualifications?
3/5
After experiencing the significant setback when my original practice tutor—who had helped set the structure and sign off large sections of my portfolio left the organisation. Their successor reviewed the portfolio and advised that much of the signed-off work didn’t meet expectations. That was difficult to hear so late in the journey and felt like a major shift in the goalposts. At that point, I would have expected some accountability or recognition from the training provider for that inconsistency. There wasn’t much acknowledgment of the additional pressure or lost time this created, which was disappointing.
That said, I want to acknowledge the incredible support I did receive from my new practice tutor. They were clear, constructive, and very hands-on in helping me rework my portfolio. Their feedback was timely, thoughtful, and tailored, which made a huge difference.
That said, I want to acknowledge the incredible support I did receive from my new practice tutor. They were clear, constructive, and very hands-on in helping me rework my portfolio. Their feedback was timely, thoughtful, and tailored, which made a huge difference.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
The qualification has helped me perform significantly better in my role. While I already had experience managing operational performance and compliance, the structured learning from the apprenticeship gave me the tools, frameworks, and strategic insight to approach my role with a completely different mindset.
The modules on strategic planning and operational performance helped me zoom out and understand how my role fits into wider business objectives. It’s enabled me to align the Fines and Charges function more closely with long-term organisational goals.
The learning around leadership behaviours, ethics, and change management has helped me become a more inclusive and effective leader. I’m more self-aware and focused on motivating others to perform, rather than just managing tasks.
The modules on strategic planning and operational performance helped me zoom out and understand how my role fits into wider business objectives. It’s enabled me to align the Fines and Charges function more closely with long-term organisational goals.
The learning around leadership behaviours, ethics, and change management has helped me become a more inclusive and effective leader. I’m more self-aware and focused on motivating others to perform, rather than just managing tasks.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
There are regular wellbeing initiatives and social events, especially within our local teams—whether it's coffee catch-ups, charity fundraisers, or seasonal get-togethers. These create opportunities to connect with colleagues outside of the day-to-day workflow.
There are frequent networking events and learning sessions—whether through internal forums, Communities of Practice, or themed webinars that allow us to engage with other departments or even external stakeholders.
Thames Water actively encourages volunteering through its Time to Give initiative, and there are opportunities to support environmental projects or local schools, which not only builds skills but strengthens our community footprint.
There are frequent networking events and learning sessions—whether through internal forums, Communities of Practice, or themed webinars that allow us to engage with other departments or even external stakeholders.
Thames Water actively encourages volunteering through its Time to Give initiative, and there are opportunities to support environmental projects or local schools, which not only builds skills but strengthens our community footprint.
Recommendations & Advice
Would you recommend Thames Water to a friend?
Yes
Why?
I would recommend Thames Water to anyone, especially someone looking to grow professionally, work with purpose, and be part of an organisation that’s evolving and open to change. There’s a strong focus on doing the right thing for customers, for the environment, and for each other. I’ve worked with people who genuinely care, and that creates a culture of respect, support, and collaboration.
Through my Chartered Manager Degree Apprenticeship, I’ve grown immensely, both personally and professionally. Thames Water supported me throughout, encouraging me to apply my learning and take on more strategic responsibilities.
Through my Chartered Manager Degree Apprenticeship, I’ve grown immensely, both personally and professionally. Thames Water supported me throughout, encouraging me to apply my learning and take on more strategic responsibilities.
What tips or advice would you give to others applying to Thames Water?
Come prepared to make a difference. Thames Water is an environment where, if you’re proactive and willing to take ownership, you’ll be given the opportunity to lead and grow regardless of where you start. You don’t need to have all the answers on day one. What’s valued here is curiosity, problem-solving, and the ability to keep improving and it's those qualities that will take you far.
