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. Youll 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 leaderinternally and externallyrepresenting 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 Waters 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
Were 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
2630 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.
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