Head of Developer and Wholesale Services

We are looking for a Head of Developer and Wholesale Services to lead our Developer Services, Wholesale, and Non‑Household (NHH) customer operations. Reporting to the Director of Customer Experience, this is a senior, strategic leadership role responsible for elevating our D-MeX and BR-MeX performance, strengthening commercial outcomes, and delivering exceptional end‑to‑end experiences for developers and NHH customers. You will lead a function of approximately 60 colleagues, shaping a high‑performing, customer‑centric operation that balances commercial efficiency, regulatory compliance, and operational excellence.

The Role

You will own the strategic direction and delivery of Wholesale Services, Developer Experience, and NHH customer performance. You’ll set clear expectations, build strong partnerships across the business, and use data, insight, and governance to drive improvements, reduce complaints, enhance service quality, and deliver financially sustainable outcomes across AMP cycles.

You will act as a visible leader—internally and externally—representing Affinity Water across industry bodies, influencing best practice, and ensuring we are recognised as a top‑three performer in D‑MeX and BR‑MeX.

Key Responsibilities

• Set and deliver the Wholesale & Development Experience strategy, ensuring alignment to regulatory obligations, customer expectations, and corporate goals.

• Lead performance across key measures including D-MeX, BR-MeX, NHH revenue collection, complaint reduction, PCC/demand reduction, and income assurance.

• Manage commercial relationships with delivery partners, ensuring quality, compliance, and operational resilience.

• Act as Affinity Water’s external ambassador, influencing industry forums, NAVs, SLPs and Water UK committees.

• Ensure full compliance with all regulatory licences, charging rules, codes, and competition law.

• Provide financial leadership, managing a circa £20m annual budget (Totex-neutral approach across Opex and Capex).

• Lead a function of ~60 FTE, fostering a high‑performance culture built on accountability, collaboration, and continuous improvement.

• Oversee customer experience, charging, revenue, governance, and risk, ensuring transparency, fairness, and trust.

• Champion health, safety and wellbeing across the function, ensuring suppliers meet CDM standards and Affinity Water policies.

• Participation on Emergency Controller standby rota

About You

We’re looking for a decisive, strategic, and customer‑focused leader with deep experience in Developer Services, NHH markets, or regulated customer operations.

Essential Experience

• Senior leadership in regulated, customer-facing environments

• Strong understanding of Developer Services, NHH retail market, charging frameworks and regulatory expectations

• Evidence of delivering customer experience improvements and strong MeX performance

• Experience managing commercial partners and supply chains

• Financial and commercial acumen, including revenue-focused operations

• Outstanding communication and stakeholder influence, including senior forums

Desirable Experience

• Experience presenting to Executive and Board-level audiences

• Track record in emerging or competitive market environments

• Experience delivering operational change in complex or regulated settings

Skills & Attributes

• Customer‑first mindset and strategic thinking

• Strong judgement, decision-making, and problem‑solving skills

• Ability to inspire teams and lead change at pace

• Confident, clear communicator with excellent written and verbal skills

• Collaborative, relationship‑focused leadership style

Benefits

• Salary circa £100,000 dependent on skills and experience

• Car allowance

• Minimum 2 days per week in our Hatfield office

• Learning and development opportunities including mentoring, formal courses, and open learning resources

• Entry into the Senior Manager bonus scheme

• 26–30 days annual leave, rising with service, plus the option to buy up to 5 extra days

• A personal ‘Celebration Day’ for a religious or cultural occasion important to you

• Generous double‑match pension scheme (company contribution capped at 12%)

• Enhanced family policies including Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and paid Carers Leave

• Menopause and Reasonable Adjustments policies

• Access to our Wellbeing Centre for physical and mental health support

• Discounts on retail, dental, and medical insurance through Tap4Perks

• Up to 4 Affinity Days per year to volunteer in the community

• Life Assurance

Disability Confident

As a Disability Confident employer, we offer interviews to disabled candidates who meet the essential criteria and opt in on the application form. If application numbers are very high, we will take a fair and proportionate number of disabled candidates through. A full job description is available from the Talent Acquisition team.

Affinity Water is committed to building a diverse, inclusive workforce that reflects the communities we serve and where everyone can thrive.

Find out more about life at Affinity Water on our careers site: https://www.affinitywatercareers.co.uk/