Location
Tamblin Way, Hatfield

Hours
Full Time

Salary
From £54,000 per year, dependent on skills and experience

About the Role
Affinity Water is seeking a proactive and customer-focused NAV Account Manager to act as the central point of contact for our New Appointments and Variations (NAV) organisations. This role offers an exciting opportunity to shape the NAV organisation experience, build long-term partnerships, and drive service excellence across the business. As the primary relationship owner for NAV organisations, you will coordinate with multiple teams to ensure efficient issue resolution, compliance with regulatory obligations, and delivery of consistently high-quality service throughout the customer journey. Your responsibilities will include onboarding new NAVs, supporting ongoing operational activities, maintaining strong customer relationships, and influencing service improvements to enhance overall customer satisfaction.

Key Responsibilities
Customer Relationship Management: Act as the primary contact for NAV organisations, build and maintain strong stakeholder relationships, manage and resolve operational, financial, service-related, and regulatory queries, lead onboarding activities, and gather customer feedback to drive continuous improvement.
Service Improvement & Coordination: Collaborate with internal teams to enhance the end-to-end customer experience, coordinate issue resolution with root cause analysis, promote NAV market understanding within Affinity Water, and provide regular updates to senior stakeholders.
Performance & Industry Engagement: Produce performance reports and management information, identify emerging risks and opportunities, represent Affinity Water at industry NAV forums and working groups, support strategic planning through customer insight and regulatory awareness, and provide guidance on regulatory developments and their business impact.

Experience
Strong stakeholder management and relationship-building skills. Experience working within utility, regulatory, customer service, or account management environments is desirable. Knowledge and understanding of UK water industry regulation is advantageous. Experience defining and documenting business processes is a plus.

About You
A customer-first approach with excellent verbal and written communication skills. Ability to influence and engage effectively. Strong problem-solving skills and sound judgement. Self-motivated and able to work independently. Ability to explain complex information in a simple and practical way. Collaborative, adaptable, and resilient. Full UK driving licence and willingness to travel across the UK.

Qualifications
No specific qualifications are stated as essential; however, relevant experience and skills as outlined above are required.

Benefits
Salary from £54,000 dependent on skills and experience. Learning and development opportunities including mentoring and formal courses. Entry into the company annual bonus scheme. Annual leave from 26-30 days rising with length of service, with option to purchase up to 5 extra days. A ‘Celebration Day’ in addition to public holidays for personal observances. Generous double match pension scheme (company contribution capped at 12%). Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and paid Carers Leave. Menopause and Reasonable Adjustment policies. Access to Wellbeing Centre for physical and mental health support. Discounts on retail outlets, dental and medical insurance through salary sacrifice. Up to 4 Affinity days per year to volunteer in the community. Life Assurance. Disability Confident employer committed to inclusive recruitment and workforce diversity.