Billing Manager

Pennon Group Plc; Redhill; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Bonus Scheme

Pension Scheme

Healthcare Benefits

Professional Development

Employee Discounts

Generous Annual Leave

Job summary

SES Business Water is seeking a Billing Team Manager to lead our Billing Team, ensuring accurate, timely and compliant billing services for our customers. You will own the function, coach a high-performing team and drive improvements across processes and systems.

You'll collaborate with Customer Service, Credit Control, Sales and IT to resolve issues, monitor KPI performance and deliver robust management reporting. A strong background in billing and people leadership is essential.

Qualifications

• Experience leading a billing team in a customer-focused environment.
• Strong understanding of billing processes, controls and performance management.
• Proven ability to manage workloads, priorities and service delivery targets.
• Experience dealing with complex billing queries and customer issues.
• Excellent people leadership, coaching and communication skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and commitment to accuracy.
• Good working knowledge of Microsoft Office, particularly Excel.

Responsibilities

• Lead and develop a Billing Advisors team, fostering accountability, collaboration and excellence.
• Manage the billing portfolio, including unbilled accounts, billing exceptions, failed bills, rebilling activity and aging actions.
• Oversee billing runs with robust controls and quality checks.
• Escalate complex billing queries, complaints and operational risks.
• Monitor KPIs and produce insightful management reporting.
• Identify process improvements and support system enhancements, automation and AI-driven solutions.
• Collaborate with Customer Service, Credit Control, Key Accounts, Sales, Metering, Wholesale and IT teams to resolve issues and improve customer experience.
• Coach and mentor team members to build capability and support career development.
• Ensure billing processes remain compliant, controlled and consistently followed.

Skills

People leadership

Billing processes

Performance management

Prioritisation

Complex billing queries

Analytical thinking

Attention to detail

Excel

Education

GCSE Maths and English

Tools

Microsoft Office

Job description

SES Business Water is building a high-performing, customer-focused business where innovation, continuous improvement and teamwork are at the heart of what we do. We care, we value everyone, we celebrate uniqueness.

About the Role

Are you an experienced billing professional with a passion for leading teams and driving operational excellence? SES Business Water is looking for a Billing Team Manager to lead our Billing Team, ensuring accurate, timely and compliant billing services for our customers. This is a fantastic opportunity to take ownership of a critical function, develop a high-performing team and play a key role in improving customer outcomes.

Responsibilities

• Leading and developing a team of Billing Advisors, creating a culture of accountability, collaboration and excellence.
• Managing the billing portfolio, including unbilled accounts, billing exceptions, failed bills, rebilling activity and aged billing actions.
• Overseeing billing runs and ensuring robust controls and quality checks are in place.
• Acting as the escalation point for complex billing queries, complaints and operational risks.
• Monitoring performance against KPIs and producing insightful management reporting.
• Identifying process improvements and supporting system enhancements, automation and AI-driven solutions.
• Working closely with Customer Service, Credit Control, Key Accounts, Sales, Metering, Wholesale and IT teams to resolve issues and improve customer experience.
• Coaching and mentoring team members to build capability and support career development.
• Ensuring billing processes remain compliant, controlled and consistently followed.

Qualifications

• GCSE Maths and English (or equivalent).

Required Skills

• Experience leading or managing a billing team in a customer-focused environment.
• Strong understanding of billing processes, controls and performance management.
• Proven ability to manage workloads, priorities and service delivery targets.
• Experience dealing with complex billing queries and customer issues.
• Excellent people leadership, coaching and communication skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and commitment to accuracy.
• Good working knowledge of Microsoft Office, particularly Excel.

Preferred Skills

• Experience within the utilities sector, particularly water billing.
• Knowledge of wholesale market processes and utility billing systems.
• Experience with process improvement, automation or AI-enabled solutions.
• Understanding of regulatory and compliance requirements within utilities.

Pay range and compensation package

• Competitive Salary – Based on experience and skills
• Bonus Scheme – Rewarding your performance
• Pension Scheme – Helping you plan for your future
• Healthcare Benefits – Access to employee assistance programs
• Professional Development – Support for career growth with training opportunities
• Employee Discounts – On various products and services
• Generous Annual Leave – Take time to recharge with our holiday entitlement

Equal Opportunity Statement

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. 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 every day. Be yourself and make your mark in your individual way.
• Be the Future - Embrace change. Drive Progress. Own the challenge.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.