Retail and Customer Service Manager

Last Mile Asset Management Limited; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading utilities company as a Retail and Customer Service Manager in Cardiff, where you will oversee customer service operations and manage a team within the multi-utility sector. This role requires strong leadership, problem-solving skills, and experience in customer service, offering competitive benefits and room for growth.

Benefits

25 days holiday, increasing after 2 years

Discretionary bonus

Up to 7% employer pension contribution

Flexible start and finish times

Private medical insurance

Qualifications

• Minimum of 3-5 years experience in customer retail billing or service.
• Strong leadership and team management skills.
• Proficient in Microsoft Office Suite.

Responsibilities

• Lead customer service and billing operations.
• Manage customer billing accuracy and processes.
• Recruit and train staff to meet company standards.

Skills

Problem-solving

Leadership

Communication

Interpersonal

Tools

Microsoft Office Suite

Job description

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Join to apply for the Retail and Customer Service Manager role at Last Mile Asset Management Limited

Retail and Customer Service Manager – Cardiff

Join a leading utilities company that champions innovation and service excellence. At Icosa Water, part of Last Mile Asset Management, we take pride in delivering high-quality solutions across the multi-utility sector. Our Cardiff team is growing, and we’re excited to welcome a talented Retail and Customer Service Manager to join us.

As Retail and Customer Service Manager, you will report to the Head of Retail and Customer Services and lead the day-to-day customer service and billing operations across our water, wastewater, and heat businesses. You’ll play a key role in delivering outstanding customer experiences, managing a growing team, and supporting the continued expansion of our customer base and revenue. This role calls for a proactive leader with strong organisational and analytical skills, and a passion for delivering service excellence.

What’s in it for you as a Retail and Customer Service Manager?

Here at Last Mile, we pride ourselves in providing a great range of benefits including a fantastic amount of annual leave.

• 25 days holiday, increasing after 2 years by 1 day each year up to 30 days, plus 9 public holidays
• Discretionary bonus
• EV and ULEV salary sacrifice scheme (subject to minimum length of service)
• Cycle to work salary sacrifice scheme
• Up to 7% employer pension contribution
• Life assurance (x4 annual basic salary)
• Refer a friend incentive
• Wagestream
• Employee assistance programme
• Flexible start and finish times for eligible roles*
• Private medical insurance*
• Company sick pay*

*Some of our benefits are only applicable when you have successfully completed your probation period*

Your responsibilities as a Retail and Customer Service Manager:

• Customer Service: Ensure all household and non-household customers receive outstanding service within a framework of regulated guaranteed standards of service.
• Customer Billing: Manage and oversee household and non-household customer billing, ensuring all water, wastewater, and heat customers are accurately registered and billed—working with both our external billing provider and in-house retail billing team.
• Data Management: Supervise various data collection, processing and data aggregation procedures relating to customer metering and the procurement of clean water and wastewater services from the local incumbent water companies.
• Customer Tariffs: Ensure that our retail and wholesale customer tariffs are correctly updated to websites and systems and published annually in line with our Ofwat regulated license conditions.
• Staff Management: Recruit, train, and supervise staff, ensuring they are well-equipped to meet customer needs and company standards.

Experience / Knowledge:

• Strong problem-solving skills and the ability to handle difficult situations with tact and professionalism.
• Minimum of 3-5 years of experience in a customer retail billing or customer service environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite.
• Ability to work flexible hours, when necessary,
• Experience in the utility industry is desirable.

Have you got the drive to go to the Last Mile as a Retail and Customer Service Manager? Apply now!

We aim to keep candidates informed throughout the process and encourage you to apply promptly as we may close the vacancy early if sufficient applications are received.

About us:

Last Mile is one of the largest last-mile multi-utility businesses in the UK.

We understand construction and we know utilities. We take responsibility for the ‘last mile’ of infrastructure that connects developments to wider distribution networks.

Our strong history in gas and electricity connections, deep knowledge of the industry and secure investor backing means we can provide a comprehensive multi-utility solution that includes clean (ground source) heat networks, electricity, water and wastewater.

Working through our operating companies UKPS (in South of England and Wales), Energetics (in Scotland, North Wales and the North of England) Icosa Water, Last Mile Heat and our asset adoption business Last Mile Asset Management, we offer a ‘one-stop shop’ for new utility connections.

For further enquiries contact – [e-mail] or visit our website www.lastmile-group.com

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Utilities

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