Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer service and billing operations, ensuring outstanding experiences for all customers.
- Company: Join Icosa Water, a leading utilities company focused on innovation and service excellence.
- Benefits: Enjoy 25 days holiday, flexible hours, and a range of perks including private medical insurance.
- Why this job: Be part of a growing team that values service excellence and offers opportunities for personal growth.
- 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
- 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.
The following content contains a map of the job location – Cardiff, United Kingdom.
#J-18808-Ljbffr
Retail and Customer Service Manager employer: Mile Asset Management Limited
Contact Detail:
Mile Asset Management 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 during interviews.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully managed teams in previous roles. Be ready to discuss your approach to training and developing staff, as this is crucial for the Retail and Customer Service Manager position.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing scenarios where you've effectively handled customer complaints or billing issues. This will show your ability to maintain service excellence under pressure.
✨Tip Number 4
Network with professionals in the utilities sector, particularly those involved in customer service and billing. Engaging with industry contacts can provide valuable insights and potentially lead to referrals for the role.
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 in previous roles that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering service excellence. Mention your problem-solving skills and how your experience aligns with the company's values and goals, particularly in the utilities sector.
Highlight Relevant Experience: In your application, focus on your 3-5 years of experience in customer retail billing or customer service environments. Provide examples of how you've successfully managed teams and improved customer satisfaction in past roles.
Showcase Your Skills: Include specific examples of your proficiency in Microsoft Office Suite and any experience you have in the utility industry. This will demonstrate your capability to handle the data management and billing aspects of the role effectively.
How to prepare for a job interview at Mile Asset Management 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 Utility Sector
Familiarise yourself with the utility industry, especially in relation to customer service and billing operations. Research Icosa Water and its services to show your genuine interest in the company and the role. Being knowledgeable about current trends and challenges in the sector can set you apart.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle difficult situations. Prepare scenarios from your previous experience where you successfully resolved customer issues or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Analytical Skills
The role requires strong organisational and analytical skills. Be ready to discuss how you've used data management in previous roles, particularly in relation to customer billing and service improvements. Providing concrete examples will help illustrate your capabilities.
