Emma Young
Tondu,Bridgend
Summary
Strategic Senior Leader experienced in wastewater networks, customer service, and operational performance. Led high‑performing teams to achieve outstanding customer outcomes, operational resilience, and strong environmental compliance. Drove cultural improvement and embedded strategic practices through insight, data, and cross‑functional collaboration to enhance service reliability and strengthen customer trust.
Overview
12
12
years of professional experience
Work history
Customer Performance Manager
Dwr Cymru Welsh Water
Cardiff, Cardiff
2022.11 - Current
- Strengthened customer service performance by embedding customer‑first standards and reducing avoidable repeat contacts through strategic process improvements and targeted coaching interventions.
- Delivered upper‑quartile customer experience outcomes, driving improvements in quality assurance, complaint handling accuracy, and end‑to‑end customer resolution.
- Led multi-disciplinary, geographically dispersed wastewater resolution teams, implementing structured communication, coaching, and engagement frameworks to enhance team cohesion and operational consistency.
- Developed and embedded strategic performance frameworks, enabling clearer accountability, productivity improvements, and tighter alignment across Networks, Treatment, Retail, and Contact Centre functions.
- Reduced repeat customer contact through robust root‑cause and environmental impact analysis, improving both customer satisfaction and operational efficiency.
- Enhanced complaint resolution speed and quality, contributing to improved regulatory performance and reduced escalations to bodies such as CCW and OFWAT.
- Optimised resource deployment using operational data, GIS insights, and performance intelligence to improve responsiveness to both planned and reactive work.
- Provided actionable monthly performance insights to the Head of Wastewater Networks, supporting strategic decision‑making and long‑term service improvement planning.
- Represented Wastewater Services at Customer Steering Groups, ensuring operational and environmental considerations are reflected in wider customer strategy.
- Led implementation of new ways of working, delivering greater consistency, operational compliance, and efficiency across customer resolution operations.
- Benchmarked against top-performing UK water companies, identifying and applying best practice to strengthen cost efficiency, service quality, and environmental monitoring capability.
Operations Supervisor
Dwr Cymru Welsh Water
Cardiff, Cardiff
2019.04 - 2022.11
- Championed a strong Health & Safety culture, embedding ownership, just‑culture principles, and safe working practices across the team.
- Led operational teams to deliver high‑quality network performance, ensuring efficient responses to customer issues and environmental risks.
- Enhanced customer experience in the field through respectful, professional conduct and proactive escalation of potential issues.
- Implemented continuous‑improvement initiatives, delivering operational benefits across multiple wastewater teams.
- Developed motivated, high‑performing teams via consistent coaching, engagement initiatives, and focused development plans.
- Delivered operational efficiencies by implementing strategies that reduced OPEX spend.
- Introduced daily resource calls, improving alignment of resources to daily operational demand and strengthening contractor engagement.
- Maintained service continuity during major incidents, coordinating emergency response and ensuring robust customer and stakeholder communication.
- Improved workforce capability through refreshed training pathways, strengthening technical, customer and operational competencies.
- Fostered a high‑performance, customer‑first culture, enhancing team engagement and service consistency.
Customer Resolution Supervisor
Dwr Cymru Welsh Water
Cardiff, Cardiff
2016.06 - 2019.04
- Managed a high‑performing team delivering exceptional customer service across complex wastewater resolutions.
- Delivered monthly 1:1s focused on reflective practice, performance improvement, and recognition of high performance.
- Led team meetings to improve collaboration, morale, and shared learning.
- Collaborated across Wastewater Networks to strengthen area performance and share best practice.
- Contributed to the IMS steering group and conducted office safety inspections.
- Developed and embedded Standard Operating Procedures (SOPs), ensuring compliance through quality monitoring
Area Manager – Retail Services
Dwr Cymru Welsh Water
Cardiff, Cardiff
2014.02 - 2016.06
- Led people management, focusing on resourcing, development, productivity, and compliance to enhance team effectiveness.
- Managed remote Field Operatives, leveraging communication and leadership skills to ensure operational success.
- Handled escalated customer cases, owning the resolution process to improve customer satisfaction.
- Promoted a strong Health & Safety culture, ensuring hazards, near misses and incidents were effectively addressed.
- Built strong operational partnerships to deliver shared objectives.
- Promoted a strong Health & Safety culture, ensuring hazards, near misses and incidents were effectively addressed.
- Planned and delivered cyclical meter‑reading activity in line with regulatory and internal standards.
- Exercised strong judgement in decision‑making, involving technical experts as needed.
Education
ILM Level 5 - Leadership & Management
Institute Leadership & Management
NVQ Level 5 - Customer Service
NVQ
Street Works S1 Supervisor - Road & Streetworks Act
Road & Streetworks
Emergency First Aid at Work - EFAW – HSP 505
St Johns Ambulance
OS19X Pipe Sewer Condition Classification - Pipe Sewer Condition Classification
WRc
Skills
- Performance Improvement
- Performance Metrics
- Strategic Planning & Execution
- Risk Management
- Stakeholder Engagement
- Cross‑Functional Leadership
- Continuous Improvement
- Cultural Transformation
- Regulatory Engagement
Timeline
Customer Performance Manager
Dwr Cymru Welsh Water
2022.11 - Current
Operations Supervisor
Dwr Cymru Welsh Water
2019.04 - 2022.11
Customer Resolution Supervisor
Dwr Cymru Welsh Water
2016.06 - 2019.04
Area Manager – Retail Services
Dwr Cymru Welsh Water
2014.02 - 2016.06
ILM Level 5 - Leadership & Management
Institute Leadership & Management
NVQ Level 5 - Customer Service
NVQ
Street Works S1 Supervisor - Road & Streetworks Act
Road & Streetworks
Emergency First Aid at Work - EFAW – HSP 505
St Johns Ambulance
OS19X Pipe Sewer Condition Classification - Pipe Sewer Condition Classification
WRc