Job Title

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.Ensure all your application information is up to date and in order before applying for this opportunity.The RoleYou 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 ResponsibilitiesSet 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 rotaAbout YouWere looking for a decisive, strategic, and customer-focused leader with deep experience in Developer Services, NHH markets, or regulated customer operations.Essential ExperienceSenior leadership in regulated, customer-facing environmentsStrong understanding of Developer Services, NHH retail market, charging frameworks and regulatory expectationsEvidence of delivering customer experience improvements and strong MeX performanceExperience managing commercial partners and supply chainsFinancial and commercial acumen, including revenue-focused operationsOutstanding communication and stakeholder influence, including senior forumsDesirable ExperienceExperience presenting to Executive and Board-level audiencesTrack record in emerging or competitive market environmentsExperience delivering operational change in complex or regulated settingsSkills & AttributesCustomer-first mindset and strategic thinkingStrong judgement, decision-making, and problem-solving skillsAbility to inspire teams and lead change at paceConfident, clear communicator with excellent written and verbal skillsCollaborative, relationship-focused leadership styleBenefitsSalary circa 100,000 dependent on skills and experienceCar allowanceMinimum 2 days per week in our Hatfield officeLearning and development opportunities including mentoring, formal courses, and open learning resourcesEntry into the Senior Manager bonus scheme2630 days annual leave, rising with service, plus the option to buy up to 5 extra daysA personal Celebration Day for a religious or cultural occasion important to youGenerous 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 LeaveMenopause and Reasonable Adjustments policiesAccess to our Wellbeing Centre for physical and mental health supportDiscounts on retail, dental, and medical insurance through Tap4PerksUp to 4 Affinity Days per year to volunteer in the communityLife AssuranceDisability ConfidentAs 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. xjdpvnf Affinity Water is committed to building a diverse, inclusive workforce that reflects the communities we serve and where everyone can thrive.