Metering Service Delivery Manager

Metering Service Delivery Manager (37 hours per week, Permanent) Location: Contractual base in Salvus House, Durham with hybrid working opportunitie s Salary Range from: £50,182 (pro rata) plus a discretionary bonus potential of up to 8% of annual salary Job Level: C Reporting to: Head of Metering 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 all which helped us proudly earn the Water Retailer of the Year award in 2021, reclaim the title in 2023. Most recently, we 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. 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 THE ROLE IN A NUTSHELL The Metering teams are responsible for delivering meter-to-cash activities that drive accurate billing whilst delivering excellent customer service. The team are also accountable for Waves regulatory performance and compliance across England and Scotland. Managing meter reading services, metering contractors, operational performance, regulatory compliance and continuous improvement activities to ensure we deliver an outstanding service for our customers. The team is looking for a Metering Service Delivery Manager to lead the operational delivery of the Metering function including our regulatory performance and strategic objectives. You'll lead internal teams and manage external contractors, drive performance improvement, support the delivery of departmental strategy and play a key role in shaping the future of our metering services. The role will suit you if you're a collaborative and customer-focused leader who enjoys improving processes, developing people and using data to drive performance. You'll be comfortable working across multiple stakeholders, managing operational risks and leading change in a fast-paced environment. WHAT WILL YOUR TYPICAL DAY LOOK LIKE? Lead the day-to-day Metering services, ensuring the delivery of operational, regulatory and commercial objectives. Act as deputy to the Head of Metering when required, supporting the delivery of departmental strategy, performance and change initiatives. Lead, coach and develop Team Leaders and wider teams to build a high-performing, customer-focused culture in the metering department and across Wave. Ensure effective resource planning, performance, risk and capability management across the Metering function. Lead the management and governance of all metering and meter reading contracts across England and Scotland including the Read Data Management system. Act as the principal relationship manager and escalation point for third-party contractors, ensuring delivery against contractual obligations, performance standards and service level agreements. Ensure compliance with all relevant regulatory, market, contractual, quality and health & safety requirements. Build and maintain effective relationships with key internal stakeholders and external suppliers to support business objectives. Produce and present operational performance reporting, insights and recommendations to the Head of Metering and senior stakeholders. Champion change, continuous improvement and innovation to deliver improved customer outcomes, operational efficiency and business performance. WHAT DO WE NEED FROM YOU? Significant stakeholder management skills, with the ability to influence and collaborate at all levels. Understanding of operational performance management and service delivery. Experience of identifying, creating and managing KPIs, SLAs and performance improvement plans. Strong leadership skills, with proven experience in developing people leaders and high-performing teams. Experience managing supplier, contractor or outsourced service relationships. Understanding of non-household water regulatory, compliance and governance requirements within an operational environment. Ability to analyse operational data and translate insights into action plans and key business controls and metrics Understanding of customer journeys to develop, implement and improve end-to-end operational processes. Excellent communication skills and the confidence to present performance information and recommendations to senior stakeholders. Proven ability to create and improve workflow and processes to existing processes as well as designing, where needed, new process and data flows. A proactive, solutions-focused approach with strong accountability and ownership. You'll be someone who enjoys making a difference, challenges existing ways of working, and is passionate about creating great outcomes for customers, colleagues and the business. Please refer to the essential criteria in the job description as this is what you will be shortlisted against. For external candidates you can access the job description here. For internal candidates you can access the job description here. 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 [email protected] . 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 Monday 7th September Interviews are planned for 17th & 18th September Wave processes your data in line with data protection laws. You can find out more by accessing our Recruitment Privacy Notice.