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For Companies At a Glance
- Tasks: Lead customer service and billing operations for water, wastewater, and heat services.
- Company: Join Last Mile Asset Management, a top UK multi-utility company focused on innovation.
- Benefits: Enjoy 25 days holiday, flexible hours, and a range of corporate perks.
- Why this job: Be part of a growing team delivering exceptional customer experiences and making a real impact.
- Qualifications: 3-5 years in customer service or retail billing, strong leadership skills, and proficiency in Microsoft Office.
- Other info: Apply quickly as the vacancy may close early due to high interest.
The predicted salary is between 36000 - 60000 £ per year.
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.
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Retail and Customer Service Manager employer: Last Mile Infrastructure Limited
Contact Detail:
Last Mile Infrastructure Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retail and Customer Service Manager
✨Tip Number 1
Familiarise yourself with the utilities sector, especially water and wastewater services. Understanding the specific challenges and regulations in this industry will help you stand out as a knowledgeable candidate.
✨Tip Number 2
Highlight your leadership experience in customer service roles. Be prepared to discuss specific examples of how you've successfully managed teams and improved customer satisfaction in previous positions.
✨Tip Number 3
Network with professionals in the utilities sector. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals for the Retail and Customer Service Manager role.
✨Tip Number 4
Prepare to discuss your problem-solving skills in detail. Think of scenarios where you've effectively handled difficult customer situations, as this will demonstrate your ability to maintain service excellence under pressure.
We think you need these skills to ace Retail and Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and retail management. Emphasise your leadership skills and any specific achievements that demonstrate your ability to deliver outstanding customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the utilities sector. Mention specific examples from your past roles that align with the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, focus on key skills such as problem-solving, data management, and team leadership. Use bullet points to make these skills stand out and relate them directly to the job requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Last Mile Infrastructure Limited
✨Showcase Your Leadership Skills
As a Retail and Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any specific achievements that demonstrate your ability to motivate and develop staff.
✨Understand the Industry
Familiarise yourself with the utilities sector, particularly water and wastewater services. Research Icosa Water and its role within Last Mile Asset Management. Being knowledgeable about the company and industry will show your genuine interest and help you answer questions more effectively.
✨Prepare for Customer Service Scenarios
Expect to be asked about handling difficult customer situations. Prepare examples that showcase your problem-solving skills and ability to maintain professionalism under pressure. Think of specific instances where you turned a negative experience into a positive outcome.
✨Demonstrate Analytical Skills
The role requires strong analytical abilities, especially in data management and billing operations. Be ready to discuss your experience with data analysis and how you've used it to improve processes or customer experiences in previous roles.