NAV Account Manager

About the Role

Affinity Water is looking for a proactive and customer-focused NAV Account Manager to become the central point of contact for our New Appointments and Variations (NAV) customers. This is an exciting opportunity to play a key role in shaping the NAV customer experience, building long-term partnerships, and driving service excellence across the business.

As the primary relationship owner for NAV customers, you will coordinate with teams across the organisation to ensure issues are resolved efficiently, regulatory obligations are met, and customers receive a consistently high-quality service throughout their journey with us. From onboarding new NAVs to supporting ongoing operational activity, you will be instrumental in maintaining strong customer relationships and influencing service improvements.

What You'll Be Doing

Customer Relationship Management

• Act as the primary point of contact for NAV customers.

• 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 companies.

• Gather and act upon customer feedback to drive continuous improvement.

Service Improvement & Coordination

• 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 the business.

• Provide regular updates and insights to senior stakeholders.

Performance & Industry Engagement

• 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.

What We're Looking For

Essential

• Strong stakeholder management and relationship-building skills.

• Excellent verbal and written communication skills.

• A customer-first approach with the ability to influence and engage effectively.

• 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.

Desirable

• Knowledge and understanding of UK water industry regulation.

• Experience defining and documenting business processes.

• Experience working within utility, regulatory, customer service or account management environments.

Benefits:

• Salary £54,000 - £67,000 dependant on skills and experience

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets through our Tap4Perks scheme

• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.