Non-Household Performance Lead

Job Description

Circa £38,813 (depending on skills & experience)

Permanent / Full Time / 37 hours per week (Flexible Working Opportunities are available)

Peterborough

Private Healthcare

Double Matched Pension Scheme

Make every drop of your potential count!

The non-household English water market is a competitive retail market, operating since April 2017 and overseen by Ofwat and MOSL. Within this landscape, the Wholesale Service Centre (WSC) acts as the single point of contact for all competitive retail-to-wholesale enquiries, ensuring a level playing field between Anglian Water’s own retail arm and all other retailers.

As Non-Household Performance Lead, you will sit at the heart of the wholesale business, leading operational performance across the WSC. You will manage a multi-skilled team and third-party delivery partners, ensuring all non-household retailer enquiries are handled consistently, equivalently and in line with market codes and service level agreements.

What you'll be doing

• Leading and managing the performance of Wholesale Service Centre advisers and third-party delivery partners

• Driving a high-performance, commercially focused team culture

• Planning day-to-day workloads, forecasting demand and ensuring effective resourcing

• Ensuring all retailer enquiries are handled equivalently within agreed service levels

• Coordinating delivery across new appointment and variation, switching, bulk supply and Water Supply Licensee activity

• Overseeing wholesale billing, tariff changes and liaison with internal billing teams

• Managing Maximum Daily Demand (MDD) monitoring in line with Wholesale MDD policy

• Producing performance reporting and management information

• Coaching and developing team members to build capability and resilience

• Challenging processes and driving continuous improvement

• Maintaining high standards of Health & Safety and promoting a strong safety culture

What we’re looking for

• Strong understanding of the non-household retail water market

• Experience leading teams in an operational or service delivery environment

• Proven ability to manage performance against KPIs and service levels

• Working knowledge of SAP, Salesforce, Power BI and Excel

• Experience in B2B service delivery, billing, service support or metering

• Strong communication and influencing skills

• Excellent attention to detail and regulatory awareness

• Self-starter able to manage competing priorities

Benefits

• 26 days annual leave plus bank holidays (increasing with length of service)

• Flexible working options

• Private health care

• Competitive pension scheme – Anglian Water double-matches contributions up to 6%

• Life assurance at eight times your salary

• Annual bonus

• Potential funded car allowance depending on evidenced business mileage

• Personal medical assessments

• Virtual GP service

• Cancer screening

• Financial wellbeing support and salary finance benefits

• Lifestyle savings including discounts on retail, travel and utilities

• Employee Assistance Programme

• Volunteer days

Inclusion at Anglian Water

We’re committed to creating a workplace where everyone feels they belong. We are proud signatories of the Social Mobility Pledge, Race at Work Charter and Armed Forces Covenant, and we’re a Disability Confident employer.

Closing Date: 17th May 2026

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