NAV Accounts & Service Excellence Lead

Affinity Water; Hatfield; On-site; GBP 49,000 - 59,000; Full time

Benefits offered by this job

Annual bonus scheme

Generous pension—double match

26–30 days annual leave

Wellbeing Centre access

Tap4Perks discounts

Family benefits

Life Assurance

Celebration Day

Affinity volunteering days

Job summary

Affinity Water is seeking a proactive NAV Account Manager to be the central contact for NAV organisations, coordinating with internal teams to ensure high-quality service and regulatory compliance. You will onboard new NAVs, manage relationships, and drive service improvements across the business.

Key skills include stakeholder management, exceptional communication, and the ability to influence and engage across diverse teams. Travel across the UK with a full UK driving licence is expected.

Qualifications

• Strong stakeholder management and relationship-building.
• Excellent verbal and written communication.
• A customer-first approach with the ability to influence and engage.
• Strong problem-solving skills and sound judgement.
• Self-motivated with the ability to work independently.
• Ability to explain complex information in a simple and practical way.
• Collaborative, adaptable and resilient approach.
• Full UK driving licence and willingness to travel across the UK.

Responsibilities

• Act as the primary point of contact for NAV organisations.
• Build and maintain strong relationships with key stakeholders.
• Manage and resolve operational, financial, service-related and regulatory queries.
• Lead customer onboarding activities for new NAV organisations.
• Gather and act upon customer feedback to drive continuous improvement.
• Work collaboratively with internal teams to enhance the end-to-end customer experience.
• Coordinate issue resolution and ensure root causes are identified and addressed.
• Promote understanding of the NAV market across Affinity Water.
• Provide regular updates and insights to senior stakeholders.
• Produce regular performance reports and management information.
• Identify emerging risks, trends and opportunities for improvement.
• Represent Affinity Water at industry NAV forums and working groups.
• Support strategic planning through customer insight and regulatory awareness.
• Provide guidance on regulatory developments and their business impact.

Skills

Stakeholder management

Verbal communication

Written communication

Customer focus

Problem solving

Independent working

Explain complex information

Collaborative & resilient

Driving licence

Job description

Affinity Water is seeking a proactive NAV Account Manager to be the central contact for NAV organisations, coordinating with internal teams to ensure high-quality service and regulatory compliance. You will onboard new NAVs, manage relationships, and drive service improvements across the business.

Key skills include stakeholder management, exceptional communication, and the ability to influence and engage across diverse teams. Travel across the UK with a full UK driving licence is expected.