Customer Service & Billing Director

Overview

Customer Service & Billing Director – Echo Managed Services

Up to £125,000 + Bonus + Car Allowance

Walsall – 4 days per week on-site

Are you a dynamic, forward‑thinking customer operations leader with deep experience in Water, Utilities or Telecommunications? Echo Managed Services is seeking an outstanding Customer Service & Billing Director to elevate service delivery, strengthen collections performance, and lead transformation across our UK and offshore operations.

This is a highly visible, strategically critical role where your leadership will directly influence clients, customers and colleagues.

About The Role

Reporting to the Managing Director, you will lead all UK customer service and collections operations, overseeing four direct reports and a wider team of around 130 colleagues.

You will set the strategic direction for our service centres, driving performance, innovation and continuous improvement across customer service, billing, collections, incident management and out‑of‑hours support.

You’ll collaborate closely with our Head of BPO in Echo India and act as a senior representative of Echo with clients, regulators and industry bodies. You’ll champion digital transformation, enhance CMEX, NPS and CSAT, strengthen collections delivery, and ensure regulatory excellence across all operations.

This is an on‑site leadership role (4 days per week in Walsall) where your presence, influence and decision‑making will shape culture, performance and outcomes.

About Echo Managed Services

Echo Managed Services provides specialist outsourced customer service, billing, collections and support to water and utility providers across the UK.

We are trusted by major water companies and operate in highly regulated environments where professionalism, reliability and impact are essential.

Our values
- Professional, Trusted, Impactful and Community‑focused - guide how we work with clients, support our people and deliver exceptional customer experiences.

Key Responsibilities

• Lead and develop high‑performing customer service, billing and collections teams across our Walsall and Belfast centres.
• Drive customer satisfaction and regulatory performance, achieving upper‑quartile CMEX, RMEX, NPS and CSAT results.
• Deliver billing and collections targets, optimising cash flow and reducing bad debt.
• Ensure full compliance with Ofwat and all regulatory requirements.
• Oversee incident management and out‑of‑hours operations.
• Design and deliver customer change programmes that enhance trust, affordability and accessibility.
• Champion digital transformation and innovative service improvements.
• Develop customer policies, governance frameworks and performance metrics that improve efficiency and effectiveness.
• Build strong client partnerships through regular reviews, site visits, MBRs and quarterly Board reporting.
• Create a strong succession pipeline and embed a culture of proactive continuous improvement.

What You’ll Need

• Significant leadership experience within Water, Utilities or Telecommunications customer operations (essential).
• Deep expertise in collections and recoveries within a regulated environment.
• A proactive, high‑impact leadership style with a proven track record of driving performance and change.
• Experience leading large, fast‑paced operational teams.
• Strong commercial acumen with the ability to balance cost, service and outcomes.
• Excellent communication and relationship‑building skills.
• Analytical, data‑driven decision‑making capability.
• Strong understanding of regulatory frameworks and compliance.
• Ability to be a visible on‑site leader in Walsall at least 4 days per week.

What You’ll Get In Return

• Salary up to £125,000 DOE
• Annual bonus
• Car allowance
• Private Medical Insurance
• Life Assurance
• The opportunity to lead a major customer operation within a respected, industry‑leading organisation
• A platform to deliver meaningful, proactive change for customers, clients and colleagues
• A role with genuine influence, visibility and impact