Customer Billing Operations Manager

Bristol Water plc; Redhill; Hybrid; GBP 43,000 - 46,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Pension Scheme

Healthcare Benefits

Professional Development

Employee Discounts

Generous Annual Leave

Job summary

SES Business Water in Redhill, Surrey, is seeking a Billing Team Manager to lead our Billing Advisors and deliver accurate, timely billing services for customers.

You'll drive day-to-day billing operations, manage performance, resolve complex queries, and work closely with IT, Customer Service and Credit Control to improve processes and outcomes. Hybrid role, permanent, 40 hours per week, salary £43,000-£45,500.

Qualifications

• Experience leading a billing team in a customer-focused environment.
• Strong understanding of billing processes and controls.
• Proven ability to manage workloads, priorities and service targets.
• Excellent communication and leadership skills.
• Experience with billing systems and data reporting is desirable.

Responsibilities

• Lead and develop a team of Billing Advisors to drive accountability and excellence.
• Manage the billing portfolio, including unbilled accounts and rebilling.
• Oversee billing runs with robust controls and quality checks.
• Escalate complex queries and manage operational risks.
• Monitor KPIs and prepare insightful management reports.
• Identify process improvements and support system enhancements.
• Collaborate with Customer Service, Credit Control, Sales and IT to fix issues.
• Coach team members and support career development.

Skills

Billing team leadership

Performance management

Analytics

Stakeholder collaboration

Excel proficiency

People coaching

Education

GCSE Maths and English

Job description

Powered by Water, Driven by Purpose

SES Business Water provides water and wastewater services for businesses across England and Scotland. Our customers include major high street retailers, supermarkets, hospitality and leisure, local and national government, NHS, independent schools, manufacturing, food processing and an international airport.

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.

Customer Billing Operations Manager

Location: Redhill, Surrey (Hybrid – 1–2 days per week in the office)
Salary: £43,000 - £45,500 per annum + excellent benefits
Basis: Permanent | Full Time | 40 Hours Per Week

Lead. Improve. Deliver.

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.

As Billing Team Manager, you'll oversee day-to-day billing operations, manage team performance, resolve complex billing issues and drive continuous improvement across processes, systems and controls.

What You’ll Be Doing

• 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.

What We're Looking For

Essential

• 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.
• GCSE Maths and English (or equivalent).

Desirable

• 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.

Why Join SES Business Water?

We're building a high-performing, customer-focused business where innovation, continuous improvement and teamwork are at the heart of what we do. If you're looking for an opportunity to lead, influence and drive change within a growing organisation, we'd love to hear from you.

• 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: 18th September 2026

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.