Retail and Customer Service Manager

Last Mile Infrastructure Limited; Cardiff; On-site; GBP 40,000 - 55,000; Full time

Job summary

Last Mile Infrastructure Limited is looking for a Retail and Customer Service Manager in Cardiff. The successful candidate will lead customer service operations and a team to enhance customer experiences across utility sectors. This role offers ample benefits and the opportunity to grow within a pioneering utilities company.

Benefits

25 days holiday plus 9 public holidays

Discretionary bonus

Up to 7% employer pension contribution

Flexible start and finish times

Private medical insurance

Qualifications

• Minimum of 3-5 years in customer retail billing or customer service.
• Strong leadership and team management skills are essential.
• Experience in the utility industry is desirable.

Responsibilities

• Ensure customers receive outstanding service according to regulated standards.
• Manage customer billing and oversee data collection procedures.
• Recruit, train, and supervise customer service staff.

Skills

Problem-solving

Leadership

Communication

Interpersonal Skills

Tools

Microsoft Office Suite

Job description

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
• Holiday buy scheme
• 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
• Car allowance
• 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 companiesUKPS(in South of England and Wales),Energetics(in Scotland, North Wales and the North of England)Icosa Water,Last Mile Heatand our asset adoption businessLast Mile Asset Management, we offer a ‘one-stop shop’ for new utility connections.

For further enquiries contact – visit our websitewww.lastmile-group.com

In Short

• Industry Energy, Environmental & Agriculture
• Founded 2016
• Location Glasgow
• Company size 500 - 999

Overview

Last Mile designs, builds, owns and manages essential utilities infrastructure so people across Great Britain have access to the heat, power, water and wastewater services they need, every day.

What We Do

We already make a positive impact on the lives of more than one million people. In the years to come we will provide essential utilities infrastructure to many more.

We are proud to be a trusted partner to housebuilders, land and commercial property developers. They value our rigorous commitment to performance, reliability and safety.

Our Future

Looking boldly to the future is in our DNA. We are addressing tomorrow’s needs with innovative and sustainable solutions, and industry-leading insight. We recognise the role we play in driving decarbonisation and the need to fast-track change in response to the climate emergency.

Whether it’s electric vehicle charging or future networks, ground source heat or sustainable drainage, our team is collectively dedicated to providing effective utilities infrastructure for the long-term.