Manager of Customer Operations - Large Developers, SLP\'s & NAV\'s in Humber

Company description: Water Utility Company based in Yorkshire region of England.

Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Manager of Customer Operations role.

• We offer a competitive salary, circa £70-80k per annum dependant on experience
• A company car allowance scheme (£7,200 per annum)
• Annual incentive related bonus (up to 20% of annual salary for the 2026/2027 performance year)
• Private health care (Self & Dependant)
• Attractive pension scheme (up to 12% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays plus an extra wellness day!
• A great benefits package choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Where I'd work: This role will initially be based in Bradford but we're moving our office to Leeds Valley Park in summer 2026, so you'll be based there in the future. There will hybrid working in place, with an expectation to be in the office 3 days per week.

Work type: Permanent. Working full time, 37 hours per week, Monday Friday between a working window of 8:00am-6:00pm.

We have an exciting new opportunity for a Manager of Customer Operations Large Developers, Service Lay Providers (SLPs) & New Appointments & Variations (NAVs) to join us in our Developer Services function and play a key role in transforming our customer experience for large scale developers with new developments across the Yorkshire region.

What we do: Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it's so much more than this. We look after communities, protect the environment, and plan to look after Yorkshire's water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the regions health, wellbeing, and prosperity. New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where you fit in: As our Manager of Customer Operations Large Developers, SLPs (Service Lay Providers) & NAVs (New appointments & variations) you will lead on the development of trusted, strategic relationships with large developers, NAVs, and SLPs. You will establish Yorkshire Water as a collaborative, consistent, and customer-focused partner. You will be key in shaping strategy, influencing policy, and ensuring service design aligns with their evolving needs. You will ensure delivery against key regulatory measures whilst managing commercial relationships that drive mutual value and sustainable service outcomes for both the customer and the business. This role will be a key contributor to driving an improvement in Yorkshire Waters DMEX performance, with potential to contribute to either £8 million in rewards or penalties, depending on performance. You will build and lead a high-performing operational team with the capability, agility, and insight to meet the evolving needs of large developer/NAV & SLP customers and industry partners. You will shape an operating model that is digitally enabled, transparent, and fully aligned to industry best practice and customer expectations. You will lead on the transformation of processes and digital platforms to support self-serve capabilities, faster delivery timelines, and seamless experiences for partners in the new development space. A commercial leader you will ensure service delivery against budgeted financial targets and agreed KPIs and ensure strong commercial awareness, cost control, and value creation across all customer facing activities. You will inspire and develop a high-performing team by setting clear expectations, coaching for performance, managing underperformance, and fostering a culture of ownership, collaboration, and innovation. You will embed a strong performance management culture using metrics aligned to customer experience, operational efficiency, safety, and compliance. You will use insights to drive continuous improvement and excellence.

What skills & qualifications are we looking for?

• Understands the NAV/SLP/Developer Services market, with previous experience managing strategic relationships and performance.
• Knowledgeable in regards the water industry, with previous experience in Developer Services or regulated customer service environments.
• Experienced in leading successful transformational change projects, ideally customer-focused transformation in a regulated utility or construction environment.
• Strong leadership credentials with previous experience of managing and developing large teams.
• Capable of setting strategic direction, managing performance, and addressing underperformance effectively.

Although we operate 24 hours a day, 365 days a year, it's really important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn't always easy!

Do we sound like your cup of tea? If you're a strong leader and understand the NAV/SLP/Developer Services market and are passionate about delivering an exceptional service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you. If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process Closing date 11th February, 2026. If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance. All our roles are subject to a medical questionnaire, and further medicals when required. We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required. Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible. No agencies please.