Customer Leak Resolution Manager

The Customer side leak Delivery Manager will be accountable for customer side leak resolution including Section 75 case resolution and management of third-party agreements under Section 75 of the Water Industry Act 1991, focusing on clean water leaks.

The role involves regulatory compliance, stakeholder and customer engagement and the management of customer side leak resolution via the section 75 process. The role will be accountable for the ownership of the process, whilst driving for water demand reduction, great customer service (domestic and commercial) and balancing an optimised cost effective and quality service.

The role will have one direct report which is the team leader of a team which focuses on water efficiency resolution and case ownership of private leaks via the demand reduction team. This position is integral to achieving performance commitments, particularly those related to per capita consumption, Business Demand and leakage reduction and water resilience.

Section 75 Compliance and Legal Oversight:

Manage and negotiate third-party agreements under Section 75.

To ensure compliance with the Water Industry Act 1991 and all relevant regulatory requirements.

Work closely with legal teams to handle enforcements and agreements effectively.

Stakeholder Engagement and Relationship Management:

Build strong relationships with regulators (e.g., Ofwat, Environment Agency), contractors, developers, social housing providers and local authorities to ensure they understand our processes and their responsibilities in line with leak resolution; plus our ability to serve notice under section 75 to resolve private leaks.

Act as the primary contact for Section 75-related matters, ensuring all parties remain policy and process compliant, and act to achieve maximum leak resolution with predefined timescales.

Travel to various sites and attend stakeholder meetings as required, with flexible hybrid working arrangements available.

Project and Workforce Management:

Monitor and Manager the demand reduction team contact centre, workforce planning, process adherence and customer satisfaction.

Provide subject matter expertise to projects involving systems such as INS, ICS and Customer contacts to ensure that work under the section 75 can be tracked and KPIs can be easily reported such as progress, customer satisfaction and water saved.

Monitor the time, costs and quality of section 75 implementation.

Work closely with operations, customer and legal collaboration across departments.

Regulatory Reporting and Performance Management:

Monitor and report on KPIs, focusing on the successful implementation of section 75. Develop/evolve a management information pack which illustrates a regional view of customers that are in the section 75 process, phases of the processes, the taken to resolve and mechanism of resolution (e.g. Customer or UU)

Develop KPIs, monitor and present performance of the Water Efficiency Resolution Team.

Monitor implementation of section 75 by area teams (Water efficiency resolution Team and county hubs)

Prepare detailed reports for internal and external stakeholders to demonstrate regulatory adherence and progress.

Degree level qualification or equivalent experience in water management

Experience of building and managing effective relationships within and outside of UU

Contact centre management experience

Knowledge of regulatory frameworks, particularly the Water Industry Act and Ofwat performance commitments.

Proven experience in the clean water leakage, Section 75 endorsements, or similar roles within the utilities or infrastructure sectors.

Experienced contact centre and strong people management, stakeholder engagement, communication, analytical and problem-solving skills, demonstrating excellent organisation, attention to detail, and a proactive approach to risk management and continuous improvement.

The Demand reduction team aims to reduce customer demand for water, including both domestic and commercial. This will be achieved by increasing water meter penetration, utilising the consumption profile insights to provide customers with help to reduce water use and to identify leaks and losses. We offer support by water visits aimed to install water saving devices and where possible fix leaks. In addition we provide advice on ways to save water and money.