Head of Billing and Customer Services

6 months ago


Nailsea, United Kingdom Wessex Water Full time

**Are you an inspirational leader with a strong customer background?**

**Who are we?**

***

water2business is **the highest rated** water company on Trustpilot who provide billing, account management and customer service to business customers across England and Scotland. Based in Nailsea, we serve over **85,000 customers** and provide leading levels of service through our fantastic customer teams. We pride ourselves on the fact that both our customers and our people are at the **heart of everything we do**.

**The role**:
We are looking for an experienced senior leader to join us at an **exciting time** to focus on billing and maintaining our **renowned **reputation of being t**he best** at what we do.

As the head of billing and customer services you will use your **extensive customer** and **industry knowledge** to **deliver the business plan** through strategic planning, organising, coordinating and integration of all customer services and billing departments.

You will be responsible for 4 customer service teams made up of the **contact centre, customer relations** and **billing **setting the **vision for excellence.** You will drive your team leaders and managers to provide the right environment for billing accuracy and delivery of the customer service strategy that makes us the **leading retailer for all customer service metrics in the industry.**

You will own the **business complaints performance** and act as the **lead liaison** between the relevant market complaints body, resolving any stage 3 or 4 complaints.

You will **deliver and manage projects** along with initiatives to simplify processes and procedures. You will serve as the **business lead** for all system changes and be responsible for leading the **delivery **and **SLA management of our external support providers**

**About you**:
You are a **strong and experienced customer leader** with a significant understanding of **the customer journey. **You have demonstrated an ability to successfully **lead, motivate, mentor and direct a team to achieve goals and business outcomes.**

You understand **retail water market legislation** and are committed to **service excellence** in a competitive market.

You will be **passionate** about our people **inspiring** others to deliver the **highest levels of service**. You understand that **culture is everything** and have an interest in the development of others, with an ability to **engage **effectively and **develop **those around you.

You will need to be **highly organised** as the ability to **prioritise workloads** effectively and **manage multiple projects are key to success in the role.**

***

**Benefits**

***

We offer a wide range of benefits to support your financial, health and wellbeing including:

- **Performance related bonus**:

- Opportunity to **buy or sell** holiday
- Optimise **Health Plan** supporting you with your healthcare costs
- **Generous Pension Scheme **offering up to 20% combined contribution
- A range of **family friendly policies**

**The important part**

***

We pride ourselves on being an **inclusive** and **engaging** place to work. Our annual **People Promises** are based directly on feedback from our team members. Our **committees** and **working groups** including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our **own people.**

***

In this role you will benefit from our **coaching and mentoring framework** and numerous learning and development initiatives from our award-winning team. We take your career, happiness and general wellbeing seriously.



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