Billing Team Leader

The Talent World; Bournemouth; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Competitive salary based on experience

Bonus scheme

Pension scheme

Healthcare benefits

Professional development

Employee discounts

Generous annual leave

Job summary

South West Water is seeking an experienced Billing Team Leader to join the Operations team in Bournemouth. You will lead and develop the Billing Administration team, coach staff, and ensure accurate and timely billing in line with SLAs.

You will manage performance, deliver excellent customer service, support switching activities, and collaborate with other departments to improve processes and outcomes. DBS check will be completed.

Qualifications

• Experience in an administrative or operational environment.
• Familiar with following established processes and procedures.
• Strong leadership, coaching and motivational skills.
• Excellent verbal and written communication skills.
• Customer-focused approach with ability to build positive relationships.
• Strong organisational skills with ability to manage multiple priorities.
• Attention to detail and problem-solving abilities.
• Confidence to make decisions and support others with complex queries.
• Collaborative across departments.
• GCSEs (or equivalent) in English and Maths.

Responsibilities

• Lead and support the Billing Administration team.
• Coach and develop team members to achieve their potential.
• Monitor performance, quality and productivity standards.
• Act as first point of contact for billing queries and escalations.
• Complete quality checks and provide feedback to improve performance.
• Ensure customer bills are accurate and issued on time.
• Support customer switching activities in line with procedures and SLAs.
• Work closely with other departments to deliver a great customer experience.
• Identify opportunities to improve processes and service delivery.
• Contribute to regulatory and business targets.
• Promote customer retention and value-added services.

Skills

Leadership

Coaching

Communication

Organisation

Problem-solving

Customer focus

Education

GCSE English and Maths

Job description

Powered by Water, Driven by Purpose A leading water and wastewater retailer, Pennon Water Services (trading as Source for Business), supports over 150,000 businesses accounts across the UK. With a commitment to helping our customers lower their water use and save money, our team provide expert advice on water efficiency, leakage, and contingency.

Powered by Water, Driven by Purpose A leading water and wastewater retailer, Pennon Water Services (trading as Source for Business), supports over 150,000 businesses accounts across the UK. With a commitment to helping our customers lower their water use and save money, our team provide expert advice on water efficiency, leakage, and contingency.

We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Billing Team Leader – Location: Bournemouth – Salary: £32,752 per annum – Banding: PWS 3 – Department: Operations – Reporting to: Billing Manager – Lead, Inspire and Drive Excellence in Customer Billing

We are looking for an experienced and motivated Billing Team Leader to join our Operations team in Bournemouth. This is an exciting opportunity for someone who enjoys developing people, improving processes, and delivering outstanding customer outcomes.

As the first point of contact for our team of Billing Administrators, you will provide day-to-day support, coaching and guidance while ensuring billing processes are delivered accurately, efficiently and in line with business requirements. You will play a key role in driving performance, developing talent and maintaining exceptional customer service standards.

Key Responsibilities

• Lead and support the Billing Administration team.
• Coach and develop team members to achieve their full potential.
• Monitor performance, quality and productivity standards.
• Act as the first point of contact for billing-related queries and escalations.
• Complete quality checks and provide feedback to improve performance.
• Ensure customer bills are accurate and issued on time.
• Support customer switching activities in line with procedures and SLAs.
• Work closely with other departments to deliver an excellent customer experience.
• Identify opportunities to improve processes and service delivery.
• Contribute to the achievement of regulatory and business targets.
• Promote customer retention and value-added services where appropriate.

We're looking for an enthusiastic and organised leader who is passionate about developing people and delivering excellent customer service.

You Will Have

• Previous experience in an administrative or operational environment.
• Experience of working within established processes and procedures.
• Strong leadership, coaching and motivational skills.
• Excellent verbal and written communication skills.
• A customer-focused approach with the ability to build positive relationships.
• Strong organisational skills with the ability to manage multiple priorities.
• Excellent attention to detail and problem-solving abilities.
• The confidence to make decisions and support others with complex queries.
• A collaborative approach and the ability to work effectively across departments.
• GCSEs (or equivalent) in English and Maths.

At South West Water, we believe in rewarding our people for their hard work and dedication. As our Billing Team Leader you'll enjoy:

• 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

Closing Date: 31st August 2026

We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.

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

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. We care, we value everyone, we celebrate uniqueness.

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 everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.