At Anglian Water our values are that together, we will: Build trust, do the right thing, and we are always exploring.
The Integrated Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.
IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.
If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.
The successful candidates may be employed by Anglian Water on one of our partner companies – Kier or Clancy.
As a Delivery Manager within the IMA Operational Management Centre (OMC), you'll lead a team responsible for customer appointment scheduling and outbound contact activities that keep our metering programmes running efficiently. You'll drive service excellence, maximise productivity, and ensure a seamless customer journey while leading and developing a high-performing team. Working closely with planning and operational teams, you'll champion continuous improvement, deliver outstanding customer outcomes, and use systems such as SAP, Oracle and Puzzel to enhance processes and performance.
Lead the end-to-end customer appointment and outbound contact operation, ensuring an exceptional customer experience and delivery against service, KPI and regulatory targets.
Manage, coach and develop a high-performing contact team, creating a culture of accountability, continuous improvement and outstanding service.
Drive operational excellence by improving processes, reducing repeat contacts and complaints, and maximising appointment efficiency and resource utilisation.
Use data, insight and performance metrics to identify trends, improve productivity, support planning decisions and deliver business outcomes.
Collaborate with operational, planning and change teams to implement new initiatives, optimise customer journeys and successfully deliver metering programmes.
Champion innovation, safety and continuous improvement, ensuring systems, processes and people are equipped to meet changing business and customer needs.
Proven leadership experience in a service, operational or customer-focused environment, with a track record of coaching and developing high-performing teams.
Strong communication and stakeholder management skills, with the ability to influence, engage and translate complex information into clear actions.
Commercially aware and data-driven, with excellent decision-making, analytical and problem-solving capabilities.
Experience of driving operational performance, continuous improvement and change in a fast-paced environment.
Strong planning and resource management skills, with the ability to balance strategic priorities and day-to-day delivery.
Good IT and systems knowledge, ideally including SAP and Oracle; experience within metering or utility operations would be advantageous.
A positive, proactive leadership style that inspires others, challenges the status quo and delivers results.
Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong.
If you feel this is the next move for you and your career, then please apply today.
Anglian Water supply water and water recycling services to more than six million domestic and business customers in the east of England and Hartlepool. Our services are at the heart of every single family and community in our region. We clean water to the highest standard, deliver it to millions of homes, and carefully manage it to ensure it never runs out.
We’re the largest water and water recycling company in England and Wales by geographic area. We’re also one of the driest regions in the country, with just 600 millimetres of rain each year, on average a third less than the rest of England. In fact some areas have a lower annual rainfall than Jerusalem. That’s why it’s vital that we look after the water that we’ve got.
