Billing Team Leader in Nailsea

We are looking for a passionate leader to drive and motivate our team of Billing Advisers in a busy target orientated environment, responding to customer contact and internal queries. The Billing Team Leader will provide a professional, first-class service and maximise the customer service experience. This role is Monday to Friday and there is the option to work from home one day a week after your initial training period.

What you'll do

• Organise daily tasks, manage team workflow and monitor performance to ensure high standards of customer service and efficiency.
• Support and provide regular coaching for your team.
• Hold productive 121's, probation and yearly reviews with your team members.
• Manage customer and business expectations.
• Act as an escalation point, support your team to resolve customer complaints, respond to complaints when required and continually find ways to reduce complaints.
• Ensure all team activities are compliant with audit procedures, policy guidelines and the latest regulatory requirements.
• Work closely and collaborate with other leaders across the business, contributing to the continuous improvement of the department and customer journey.
• Liaise with other areas of the business and service providers to identify enhancements to our service, provide and agree solutions.
• Deputise for the billing manager.
• Role model our company values.

What you'll need

• You put the customer first and have a passion to provide the best possible experience.
• Enthusiasm to motivate, encourage and help others.
• You are a confident problem solver and decision maker.
• Experience of managing resources in a high-volume environment.
• Strong verbal and written communication skills.
• To get a kick out of coaching and developing your team members.
• You are patient, level-headed and remain calm under pressure.
• When change happens, you are at the front, leading with drive and resilience.
• You relish spotting opportunities to improve what we offer and have experience of simplifying customer journeys.
• High organisational skills to plan and prioritise your work.
• An analytical mindset and Microsoft skills.

What you'll receive

• 25 days' holiday rising to 28 with length of service.
• Up to 20% combined pension contribution.
• Opportunity to buy or sell holiday.
• Pay increments yearly rewarding your first 3 years of service.
• Performance related bonus of up to 10%.
• Health Plan supporting you with your healthcare costs.
• £1000 'Refer a friend/family' scheme.
• Life assurance of up to four times your salary.
• Sustainable benefits including electric vehicle and cycle2work schemes.
• A range of family friendly policies including enhanced maternity and paternity leave.
• Paid community day.
• Cashback and discounts from over 3,000 retailers.

Who we are

water2business, the highest rated water company on Trustpilot, provides billing, account management and customer service to business customers across England and Scotland. Based in Nailsea, we serve over 85,000 customers and provide leading levels of service through our fantastic customer teams. We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

In this role you will benefit from our coaching and mentoring framework and numerous learning and development initiatives from our award-winning team. We take your career, happiness and general wellbeing seriously.

We have signed the Armed Forces Covenant and are a Disability Confident committed employer – please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation and, regretfully, we are not able to offer sponsorship at this time.

We are popular and we may close our advert sooner than it says. We recommend you apply straight away so you don't miss the opportunity to join us!