At a Glance
- Tasks: Lead operational assurance, driving performance and continuous improvement across the organisation.
- Company: Join Wave, a leading national business water retailer with a focus on sustainability.
- Benefits: Enjoy a competitive salary, excellent pension scheme, and flexible working options.
- Other info: Be part of an inclusive team that values employee wellbeing and development.
- Why this job: Make a real impact in a dynamic environment while fostering a culture of accountability.
- Qualifications: Senior operational leadership experience and strong background in risk and governance required.
The predicted salary is between 70667 - 70667 € per year.
Location: Contractual base in Salvus House, Durham with hybrid working opportunities
Salary Range from: £70,667 plus a discretionary bonus potential of up to 12% of annual salary
Job Level: B
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 the Water Retailer of the Year award in 2021, reclaim the title in 2023, and 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.
THE ROLE IN A NUTSHELL
The Head of Operational Assurance is a strategic, people‑led role responsible for strengthening operational performance, consistency and resilience across the organisation. The role acts as a bridge between data, operations and change - translating complex performance, risk and insight into clear actions, scalable processes and sustainable improvements. It leads large‑scale operational change, embeds robust controls and ways of working, and drives continuous improvement through strong cross‑functional collaboration. Ultimately, the role ensures operations are compliant, efficient, well‑governed and ready to support growth, while developing teams and fostering a culture of accountability, engagement and operational excellence. You’ll be directly managing three people leaders, covering data integrity, account resolution and revenue assurance.
WHAT WILL YOUR TYPICAL DAY LOOK LIKE?
- Oversight and insight – understanding operational performance, risk, controls and emerging issues through data, assurance and listening to the business.
- Leadership and governance – guiding conversations, challenging constructively, and ensuring decisions are well‑informed and aligned to risk appetite.
- Change and improvement – embedding better ways of working, strengthening controls, and ensuring assurance findings lead to lasting outcomes rather than reports.
- Influence and communication – working across operations, risk, change and leadership to turn complexity into clarity and action.
- Future‑proofing – anticipating risks, pressures and impacts of change to keep operations resilient and ready.
WHAT DO WE NEED FROM YOU?
Skills/ Experience
- Senior operational leadership experience within complex, large‑scale environments
- Strong background in operational assurance, risk, controls or governance
- Ability to interpret data and assurance insight to identify systemic issues and priorities
- Proven capability to drive and embed sustainable operational change
- Confident influencer who can challenge and engage executives constructively
- Calm, resilient leader with strong judgement, integrity and an outcomes‑focused mindset
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 treatment 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.
To apply, 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 2 June 2026
Interviews are planned for w/c 22 June 2026
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.
Wave processes your data in line with data protection laws. You can find out more by accessing our Recruitment Privacy Notice.
Head of Operational Assurance in Durham employer: Wave Utilities
Wave is an exceptional employer that prioritises employee wellbeing and work-life balance, offering a hybrid working model and flexible hours. With a strong commitment to continuous learning and development, employees can thrive in a supportive environment while enjoying generous benefits such as enhanced parental leave, a robust pension scheme, and a focus on social value and sustainability. Joining Wave means becoming part of a dynamic team dedicated to making a positive impact in the water industry, all from our welcoming base in Durham.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operational Assurance in Durham
✨Tip Number 1
Network like a pro! Reach out to current employees at Wave or in similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by understanding Wave's values and recent achievements. Show how your experience aligns with their mission of operational excellence and sustainability. It’s all about making that connection!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven operational change and improved processes in past roles. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Don’t forget to ask questions during your interview! Inquire about the team dynamics and how they support continuous learning. This shows you're genuinely interested in the role and the company culture.
We think you need these skills to ace Head of Operational Assurance in Durham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Operational Assurance role. Highlight your senior operational leadership experience and any relevant skills in operational assurance, risk, and governance. We want to see how your background aligns with our mission at Wave!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've driven sustainable operational change and influenced teams in the past. Remember, we want to get to know you!
Showcase Your Leadership Style:In both your CV and cover letter, make sure to showcase your leadership style. We’re looking for calm, resilient leaders who can engage executives constructively. Share stories that demonstrate your ability to guide conversations and challenge constructively.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Wave and what we stand for!
How to prepare for a job interview at Wave Utilities
✨Know Your Stuff
Before the interview, dive deep into Wave's mission and values. Understand their commitment to sustainability and customer service. This will help you align your answers with what they care about, showing that you're not just a fit for the role but also for the company culture.
✨Showcase Your Leadership Skills
As the Head of Operational Assurance, you'll be leading teams and driving change. Prepare examples from your past experiences where you've successfully managed teams, implemented operational changes, or improved processes. Be ready to discuss how you can foster a culture of accountability and engagement.
✨Be Data-Savvy
Since the role involves interpreting data and assurance insights, brush up on your analytical skills. Think of specific instances where you've used data to identify issues or drive improvements. This will demonstrate your ability to translate complex information into actionable strategies.
✨Ask Thoughtful Questions
Interviews are a two-way street! Prepare insightful questions about the company's future challenges, their approach to operational resilience, or how they measure success in this role. This shows your genuine interest and helps you gauge if Wave is the right fit for you.
