Operations Excellence Manager (37 hours per week, Permanent) Location: Contractual base in Salvus House, Durham / Pearl House, Peterborough with hybrid working opportunitie s Salary: £48,485 – £60,606 plus a discretionary bonus potential of up to 8% of annual salary Job Level: C Reporting to: Director of Operations We want our people to have a great work-life balance and support flexible working in terms of a hybrid model and varying start and finish times in some teams where possible. Please discuss this further with the hiring manager during your interview. ABOUT US Wave is a leading national business water retailer helping over 300,000 customers across the UK to benefit from the non-household water market. We’re dedicated to helping businesses lower water use, be more water efficient and reduce costs – all which helped us earn all which helped us proudly earn the Water Retailer of the Year award in 2021, reclaim the title in 2023. Most recently, we celebrate the win again in 2025, where the judges highlighted our commitment to social value and sustainability as well as our market-leading customer service. Our vision is to be the most customer-focused utility delivering value and efficiency in everything we do, making a positive difference to the environment and society. The culture at Wave is like nowhere else. We’re committed to a happy, healthy place to work, and have a working environment which supports continuous learning and development, one where people can really flourish. Our people are at the centre of everything we do. Joining us means you’d be part of a team of over 300 people working flexibly across two UK based offices. You’ll find a real focus on employee wellbeing and some great benefits too. We expect great things from you and we give great things back. WHAT’S IN IT FOR YOU? Wealth Excellent pension scheme - we will double match your contribution, up to a maximum of 5% employee contribution and 10% from Wave Bonus potential Perkbox membership with a vast range of perks - high street savings (fashion retailers, supermarkets and restaurants), discounted cinema tickets, travel and holiday discounts and online fitness classes Income protection scheme Personal accident insurance 4x salary life assurance Free onsite parking Time off 24 days holiday rising to 26 (plus bank holidays) A day off for your birthday Half a day on Christmas Eve and New Year’s Eve The option to buy holidays 1 day paid volunteering Wellbeing Hybrid/Flexible working Healthcare cashback and healthcare scheme Cycle to work scheme Annual conference and Christmas party 24/7 Employee Assistance Programme Free flu shots Family Friendly Enhanced maternity and paternity pay Enhanced shared parental and adoption leave We care about you as an employee and have a range of resources available to both you and your family THE ROLE IN A NUTSHELL The Operations Excellence Manager is part of the Operations Directorate who are collectively responsible for the core customer elements ensuring complete, accurate and timely accounts management. The Operations Excellence Manager is a new, exciting role acting as a business partner across our operations colleagues. This role will cover policies, processes, key operations controls, quality, change readiness, incident management, audit support as well as business case tracking. Creating a framework which will helps us embed and maintain our Right First-Time mantra and Customer Focus. WHAT WILL YOUR TYPICAL DAY LOOK LIKE? You’ll be working directly with your colleagues and the Operations Director as well as other teams across Wave on new issues identified, investigating existing issues, gaps, root causes and defining potential solutions and fixes. You’ll engage in cross business changes and new projects to ensure we are business ready for those changes, defining and carrying forward into risks and opportunities. WHAT DO WE NEED FROM YOU? Attention to detail Ability to handle multiple tasks Strong analytical & problem-solving skills Excellent written and verbal communication skills You’ll be experienced in: Documentation library management Quality assurance and checking frameworks and implementation Business case creation and tracking Data literacy Please refer to the essential criteria in the job description as this is what you will be shortlisted against. Wave is committed to making a positive difference to the environment and society in which it operates. If you are excited to join a dynamic growing business which cares about its people, we would love to hear from you. BE YOURSELF – OUR DIFFERENCES MAKE US STRONGER Wave is proud to be an inclusive employer and actively encourage applications from all backgrounds. We will take into consideration any adjustments or individual requirements at any stage of your recruitment journey. If you require any additional support related to menopause, neurodiversity, or any other reason, please do let us know by contacting Recruitment@wave-utilities.co.uk. Please ensure you attach your CV and a covering letter so we can get to know more about your skills and experience and why you are suitable for this role. We will not be able to consider applications without a covering letter. Closing date: 4pm on 4 August 2025 Interviews are planned for 11 August 2025 Wave processes your data in line with data protection laws. You can find out more by accessing our Recruitment Privacy Notice.