Application Support Specialist

Affinity Water; Hatfield; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Annual leave rising with length of service

Double match pension scheme

Family benefits

Wellbeing Centre access

Discounts through Tap4Perks

Life Assurance

Job summary

A leading water supply company in Hatfield is seeking an Application Support Specialist to join their Retail team. The role involves being a Subject Matter Expert in billing and CRM systems, solving complex issues, and enhancing customer experience. Ideal candidates will have strong experience with HiAffinity and CRM integrations. This hybrid role offers a salary range of £50,000 - £60,000 and various employee benefits.

Qualifications

• Strong experience in the utilities sector is essential.
• Excellent analytical and problem-solving skills required.
• Capable of managing multiple priorities and high-quality timely delivery.

Responsibilities

• Act as the go-to expert for the HiAffinity billing system.
• Collaborate with various teams to meet business goals.
• Investigate and resolve complex technical issues.

Skills

Strong experience with HiAffinity

Hands-on knowledge of CRM integrations

Experience with Jira

Knowledge of data privacy laws

Familiarity with debt management

Tools

SQL

Agile methodologies

ITIL or ITSM tools

Job description

Overview

Application Support Specialist role at Affinity Water.

At Affinity Water, we’re looking for a highly skilled Application Specialist to join our Retail team as a Subject Matter Expert (SME) in our billing application and CRM systems. This is an exciting opportunity for someone who thrives on solving complex problems, improving critical business systems, and making a tangible difference in customer experience. You’ll play a key role in ensuring the smooth operation, integration, and evolution of our billing and customer platforms – particularly HiAffinity – as well as shaping how we manage data, automation, and system upgrades.

Affinity Water is the UK’s largest water-only supplier, providing sustainable, high-quality water to 3.85 million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future.

What you’ll be doing

• Act as the go-to expert for our HiAffinity billing system and CRM, advising on best practices, enhancements, and system risks.
• Lead on the design, implementation, testing, and ongoing improvement of key operational systems.
• Collaborate closely with Technology, Transformation, Customer Experience, Finance, and Operations teams to ensure alignment with business goals.
• Support upgrades, vendor management, and regulatory compliance, including GDPR.
• Investigate and resolve complex technical issues, ensuring minimal service disruption.
• Maintain and monitor overnight batch processes and key operational reports using tools like Talend, Skybot, SOA, and Progress.
• Take ownership of environment refreshes, code deployments, and configuration changes across multiple system instances.
• Contribute to technical documentation, training, and change advisory board (CAB) processes.

What we’re looking for

• Strong experience with HiAffinity and understanding of billing processes in the utilities sector.
• Hands-on knowledge of CRM integrations, SQL, and reporting tools.
• Experience with Jira, Agile methodologies, and ITIL or ITSM tools like ServiceNow.
• Knowledge of data privacy laws and regulatory compliance in the utility space.
• Familiarity with debt management, process automation, and workflow tools.

Personal attributes

• A strategic thinker with excellent analytical and problem-solving skills.
• Strong communicator able to convey complex information clearly to both technical and non-technical audiences.
• Detail-oriented with a proactive approach to ownership, collaboration, and continuous improvement.
• Capable of managing multiple priorities and delivering high-quality work on time.

Benefits

• Salary £50,000 - £60,000 per annum dependent on experience
• Hybrid role, with a minimum two days a week in the Hatfield office
• Annual leave from 26 days rising with length of service, with option to purchase up to 5 extra days
• Celebration Day for religious or personal occasions
• Double match pension scheme (company contribution capped at 12%)
• Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, and up to 5 full or 10 half days of paid Carers Leave
• Menopause policy and Reasonable Adjustment policy
• Wellbeing Centre access and support for physical and mental health
• Discounts through Tap4Perks
• Up to 4 Affinity days per year to volunteer
• Life Assurance
• Disability Confident

Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: Technology, Information and Media

If you need any reasonable adjustments and would like to apply in a different format, please let us know.