Business Optimisation & Quality Lead

Salary: £45,000 - 45,000 per year

• Strong analytical and problem‑solving skills, with the ability to interpret data, identify root causes, and translate insight into action
• Excellent stakeholder management skills, with the confidence to influence, challenge, and collaborate at all levels of the organisation
• Ability to manage complexity across multiple processes and priorities while maintaining a clear end‑to‑end service perspective
• Strong written and verbal communication skills, including the ability to present complex information clearly and compellingly
• Proven ability to drive change and embed new ways of working within operational environments
• High attention to detail combined with the ability to think strategically and systemically

• Lead process optimisation to enhance end‑to‑end service delivery across the wastewater customer journey
• Carry out end‑to‑end reviews across the customer journey to identify inefficiencies, risks, and opportunities for improvement
• Drive continuous improvement initiatives that streamline workflows, reduce failure demand, and enhance service outcomes
• Ensure processes are clearly defined, standardised, and consistently applied across operational teams
• Develop and embed quality metrics, controls, and performance standards aligned with business objectives and customer expectations
• Provide oversight of process quality and compliance to ensure activities are delivered accurately and to a high standard
• Monitor performance trends and identify systemic issues that impact service reliability or quality using data and insight
• Identify pain points across the wastewater customer journey and drive improvements that enhance the customer experience
• Work closely with Planning & Scheduling, Data Analysts, Operations, Customer, and Project teams to lead data‑driven improvement initiatives
• Embed robust governance, quality frameworks, and performance controls to deliver sustainable change
• Champion a culture of continuous improvement, operational excellence, and accountability across the business

• Support

We are South West Water, part of Pennon Group, and we keep the South West flowing with safe, reliable drinking water and wastewater services across some of the UKs most stunning landscapes. We are working towards a greener future by lowering our carbon footprint, planting 300,000 trees with partners, restoring peatlands, and supporting farmers and landowners to improve water quality and wildlife.

This is an influential role within our Wastewater Services team, offering the opportunity to shape end‑to‑end service delivery, improve customer outcomes, and drive operational excellence. We offer a generous holiday allowance with the option to buy and sell annual leave, a competitive company pension scheme, training and development, access to Pennon Perks discounts and vouchers, 24/7 Employee Assistance Programme support, a discretionary bonus, and a cycle to work scheme.

We are committed to inclusion, belonging, and celebrating uniqueness, and our core values are Be Rock Solid, Be You, and Be the Future.