What is the purpose of the role?
We are currently seeking an engaging Billing Operations Manager to join Wholesale Market Services with responsibility for the invoicing and customer service for over £400m of non-household wholesale revenue to our Retailer and NAV (New Appointments and Variations) customers. Forming part of the Revenue and Settlement Team, you will lead a team of 5 who are responsible for managing all customer invoicing, payments and credits, plus Retailer service requests relating to the issuing of water and wastewater allowances. Customer service underpins this crucial role; you will be building rapport with and meeting with our non-household customers in order to sustain a long term relationship and develop revenue & billing improvements.
What makes this role unique?
The UK Water industry has changed. Since April 2017, all business customers now have a choice of water and waste-water retail supplier. We have responded to this challenge by becoming more market-focused, and this unique opportunity will enable the successful applicant to play a major part in the continued success of these changes, by managing the billing and related customer service capabilities required for the sale of wholesale services. This role will be an exciting challenge for the right person; combining complex, technical expertise, customer service and the largest billings within the wholesaler marker.
What will this role involve?
Ensuring all our wholesale customers, including retailers and NAVs, are billed in a timely and accurate manner in line with the Ofwat market requirements or water supply agreements.
Managing the completion of service requests relating to allowances for waste water, surface water, leakage, chargeable services and tariff changes within SLA.
Acting as the first point of contact with responsibility for resolving all billing and allowances enquiries and escalations.
Ensuring effective processes and procedures are established, managed and improved to ensure wholesale operational billing commitments are met.
Contributing to the overall development of wholesale capabilities in relation to customer service management and billing.
What are we looking for?
Do you have significant experience in revenue billing, collection and related processes? Are you an engaging leader? If the answer is yes, we’d like to hear from you! We are seeking an enthusiastic individual with similar experience who is able to put customer service at the heart of day-to-day responsibilities. You will have a proven track record of motivating and developing a team. You will possess a positive, can-do attitude and have excellent communication and interpersonal skills to liaise with internal and external customers. Experience in the development or implementation of billing systems and processes would be advantageous.
Thames Water information and salary details
This role is based in Reading, with a salary of up to £50,000 depending on skills and experience. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus many more.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 26/06/2018.