Job Description

At Affinity Water, we're looking for a highly skilled Application Specialist to join our Retail team as a Subject Matter Expert (SME) in our billing application and CRM systems.


This is an exciting opportunity for someone who thrives on solving complex problems, improving critical business systems, and making a tangible difference in customer experience. You'll play a key role in ensuring the smooth operation, integration, and evolution of our billing and customer platforms - particularly HiAffinity - as well as shaping how we manage data, automation, and system upgrades.


About Us


Affinity Water is the UKs largest water-only supplier, providing sustainable, high-quality water to 3.85million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future.

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What you'll be doing:

Act as the go-to expert for our HiAffinity billing system and CRM, advising on best practices, enhancements, and system risks. Lead on the design, implementation, testing, and ongoing improvement of key operational systems. Collaborate closely with Technology, Transformation, Customer Experience, Finance, and Operations teams to ensure alignment with business goals. Support upgrades, vendor management, and regulatory compliance, including

GDPR

. Investigate and resolve complex technical issues, ensuring minimal service disruption. Maintain and monitor overnight batch processes and key operational reports using tools like Talend, Skybot, SOA, and Progress. Take ownership of environment refreshes, code deployments, and configuration changes across multiple system instances. Contribute to technical documentation, training, and change advisory board (CAB) processes.
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What we're looking for:

Technical Expertise:

Strong experience with HiAffinity and understanding of billing processes in the utilities sector. Hands-on knowledge of CRM integrations, SQL, and reporting tools. Experience with Jira, Agile methodologies, and ITIL or ITSM tools like ServiceNow. Knowledge of data privacy laws and regulatory compliance in the utility space. Familiarity with debt management, process automation, and workflow tools.

Personal Attributes:

A strategic thinker with excellent analytical and problem-solving skills. Strong communicator able to convey complex information clearly to both technical and non-technical audiences. Detail-oriented with a proactive approach to ownership, collaboration, and continuous improvement. Capable of managing multiple priorities and delivering high-quality work on time.

Benefits

Salary dependant on experience Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days. A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%) We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best. Access to our Wellbeing Centre with support for looking after your physical and mental health. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme. Up to 4 Affinity days a year to volunteer in the community. Life Assurance. Disability Confident

If you need any reasonable adjustments and would like to apply in a different format, please do let us know.

Interview Process

1st Stage interview - Teams


2nd Stage interview - Head Office


Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.


You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.

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Why join us?

At Affinity Water, you'll work in a collaborative environment where your expertise and input are genuinely valued. This role offers the opportunity to influence core systems that directly impact customer satisfaction and operational success.


You'll benefit from flexible working, professional development, and the satisfaction of knowing your work supports the reliable delivery of a vital public service.