NAV Process Manager

We’re looking for a proactive and collaborative NAV Process Manager to own and enhance the way we work with external providers and onboard new customers across Thames Water. This opportunity comes at an exciting time. Although the NAV market has been established for more than 10 years, it has experienced exponential growth over the past two years and is expected to continue expanding rapidly. This growth brings new complexity, greater customer expectations, and an increased need for robust, well-governed processes — making this a pivotal and highly impactful role.

You’ll be the main point of contact for these customers and partners, championing great customer outcomes while ensuring robust, compliant and efficient end-to-end processes.

What you’ll be doing as a NAV Process Manager:

• This role blends relationship management, process ownership, and continuous improvement.
• You’ll work closely with colleagues across Retail, Wholesale Market Services, Income and Customer Services to identify opportunities for automation, streamline onboarding, reduce errors, and strengthen controls helping to shape better experiences for customers and a more efficient operation.
• Own and manage relationships with external providers, including oversight of Data Sharing Agreements and monitoring adherence to agreed standards and obligations.
• Act as a customer advocate, representing customer needs across Thames Water and driving improvements that enhance experience, accuracy and outcomes.
• Define, maintain and govern end-to-end process frameworks, ensuring alignment with internal policies, regulatory requirements and audit standards.
• Identify inefficiencies and bottlenecks, using data and insight to deliver continuous improvements and automation opportunities.
• Partner with cross-functional teams to enable smooth onboarding, accurate account setup and effective billing processes.
• Produce insight-led reporting on performance, errors, volumes, growth and improvement activity, providing clear recommendations.
• Manage operational risk and controls, resolving or mitigating issues to ensure consistent, high-quality and compliant outcomes.

This is a Hybrid role based in our Walnut Court office in Swindon.

What you should bring to the role:

• Proven experience in process management, ideally within account onboarding or operational environments.
• Strong communicator with the ability to build trusted relationships, influence stakeholders and negotiate effectively.
• Confident in understanding complex information and translating it into clear, simple and practical guidance.
• Highly analytical with strong problem-solving skills and the ability to interpret large datasets to drive insight.
• Detail-focused, well organised and committed to delivering high-quality, compliant outcomes.
• A proactive change champion with a continuous improvement mindset and passion for better ways of working.
• Proficient in M365 (Excel, Word, PowerPoint, Outlook) with experience using process mapping and data tools such as Power BI, Excel or similar platforms.

What’s in it for you?

• Competitive salary between £36,000 to £45,000 per annum dependent on experience.
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Performance-related pay plan directly linked to company performance measures and targets.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

About Thames Water: We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet. Real purpose, real support, real opportunities. Come and join the Thames Water family.

Diversity and inclusion: We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.