South West Water
Business Optimisation & Quality Lead
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Business Optimisation & Quality Lead
Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Join us as our Business Optimisation & Quality Lead
We are looking for a strategic and forward-thinking Business Optimisation & Quality Lead to play a pivotal role in enhancing end-to-end service delivery across the wastewater customer journey. In this influential position, you will drive performance improvements, identify opportunities for systemic change, and ensure our operations are consistently delivered to the highest standards of efficiency and quality.
Using data-driven insights and robust quality frameworks, you’ll bring clarity, consistency, and customer focus to how we operate—supporting long-term success across our Wastewater Services. Working collaboratively with Planning & Scheduling, Operations, Customer, Data, and Project teams, you will lead process optimisation, elevate the customer experience, and embed sustainable quality and performance practices across the business.
What You'll Be Doing
In this role, you’ll take the lead in shaping how our wastewater services operate, ensuring they are efficient, consistent, and deliver an excellent customer experience.
You’ll carry out end-to-end reviews across the customer journey to identify inefficiencies, risks, and opportunities for improvement, and drive continuous improvement initiatives that streamline workflows, reduce failure demand, and enhance service outcomes. You’ll also ensure processes are clearly defined, standardised, and consistently applied across operational teams. You’ll develop and embed quality metrics, controls, and performance standards that align with business objectives and customer expectations, providing oversight of process quality and compliance to ensure activities are delivered accurately and to a high standard. Using data and insight, you’ll monitor performance trends and identify systemic issues that impact service reliability or quality. Taking a strategic view of the end-to-end wastewater customer journey, you’ll identify pain points and drive improvements that enhance the overall customer experience, ensuring customer outcomes, service reliability, and quality are central to operational processes and decision-making. Working closely with Planning & Scheduling teams, Data Analysts, Operations, Customer, and Project teams, you’ll lead data-driven improvement initiatives, using operational insight to inform decisions, prioritise activity, and measure the impact of change. You’ll also play a key role in delivering sustainable change by embedding robust governance, quality frameworks, and performance controls, while championing a culture of continuous improvement, operational excellence, and accountability across the business.
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What We Are Looking For
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
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What's In It For You
Generous holiday allowance with the ability to buy and sell annual leave for added flexibility. Competitive company pension scheme. Training and development within the role. Access to thousands of discounts and vouchers through Pennon Perks. 24/7 support with our Employee Assistance Programme. Discretionary bonus. Cycle to work scheme. And more!
Closing Date: 1st July 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values, which are essential to our success, are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
We look after the water and wastewater services for 1.8 million customers across Cornwall, Devon, the Isles of Scilly and parts of Dorset and Somerset.
From treatment and maintenance, to innovation and improvements, we're busy every day finding and fixing leaks, unblocking sewers and going bigger and further in our environmental work to be a company you can be proud of.
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