Billing Team 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
Responsibilities
- Oversee day‑to‑day billing operations, manage team performance, resolve complex billing issues and drive continuous improvement across processes, systems and controls.
- Lead and develop a team of Billing Advisors, fostering a culture of accountability, collaboration and excellence.
- Manage the billing portfolio, including unbilled accounts, billing exceptions, failed bills, rebilling activity and aged billing actions.
- Oversee billing runs and ensure robust controls and quality checks are in place.
- Act as the escalation point for complex billing queries, complaints and operational risks.
- Monitor performance against KPIs and produce insightful management reporting.
- Identify process improvements and support system enhancements, automation and AI‑driven solutions.
- Collaborate with Customer Service, Credit Control, Key Accounts, Sales, Metering, Wholesale and IT teams to resolve issues and improve customer experience.
- Coach and mentor team members to build capability and support career development.
- Ensure billing processes remain compliant, controlled and consistently followed.
Essential Qualifications
- 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 Qualifications
- 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.
Benefits
- 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
EEO Statement
We aim to create an inclusive culture and value diversity. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Application Information
Closing date: 24th July 2026. We may close this vacancy early if we receive a high volume of applications. All successful candidates will be subject to a mandatory DBS check.
Billing Team Manager in Redhill employer: Pennon Group Plc
At Pennon Group Plc, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the field of environmental management. Our Bristol location provides unique opportunities for professional growth, supported by flexible working options and comprehensive healthcare benefits, making it an ideal place for passionate individuals to contribute to meaningful water resource projects.
