Billing Manager

Job Ref: DJRL32085
Job Title: Billing Manager
Salary: up to £40,000 per annum plus benefits
Location: Redhill, Surrey (Agile Hybrid Working Option)
Employment Type: Permanent

We are partnered with a growing Utilities business in Surrey who are looking to hire an experienced Billing Manager to join their organisation.

Reporting into the Head of Department, the Billing Manager is accountable for managing the end to end metering and billing processes, including:
• Overall Customer Satisfaction and SLA Adherence
• Metering programme and campaigning
• Managing the billing journey and incumbent processes
• Process exceptions management
• Facilitating the workforce management and planning team through accurate and timely reporting for all billing and mail schedules and campaigns.

Responsibilities will include but not limited to:
• Support and motivate Team Leaders and subsequent teams in order to provide a first-class customer service; resolving all possible enquiries first time.
• Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for our customers.
• Manage and coach high quality performance.
• Advocate and communicate business change effectively.
• Take ownership for team performance and drive through actions in order to maintain, streamline and improve service.
• Identify trends in performance, creating new initiatives and sharing continuous improvement concepts with the Service Improvement function.
• Ensuring that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
• Actively managing and administering the metering programme and campaigns and the billing schedules, inclusive of exemptions management and mailing processes.

You will ideally be:
• Aware of Contact Centre and Operation of systems, processes and procedures.
• A proven leader who can execute operational best practice to achieve service excellence.
• Experienced of managing team leaders and their team of advisors in a contact centre environment.
• Experienced in revenue control.
• Experienced in billing processes and management.

In addition to these main duties employees are required to approach their role with a ‘can do’ attitude and strive to deliver the very best for customers and colleagues at all times.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Customer Experience

Job Ref: DJMA32081
Job Title: Head of Customer Experience
Location: South East (London) with flexible working
Salary: £50-70k
Employment Type: Permanent

This is a newly created opportunity within a fast growth consumer centric business. The business are expected to more than double in size in the next 12 months, with the same again in the following year.

To futureproof the business, they are looking to attract a Head of Customer Experience/Service, with a passion to create a world beating customer service strategy.

Working collaboratively with a small team and stakeholders, you will assess, investigate and recommend, quality, process, tools and technology improvements which will allow the business to thrive through scale, whilst leading a multi-channel small customer service team.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Credit Risk

Job Ref: DJHB32060
Role: Head of Credit Risk
Location: Oxford
Salary: up to £120,000 per annum + car allowance + bonus
Role Type: Permanent

We are currently on the lookout for a Head of Credit Risk to join an established organisation who are strengthening their credit risk strategy within the Utilities space.

Working in a newly created role, this is a fantastic chance to create and grow a Credit Risk function within a business that are providing an autonomous opportunity to work with internal stakeholders to revolutionise the way that the business develops their strategic approach to credit risk.

Working as part of a dynamic leadership team, you will be responsible for:
• Designing a strategic approach to Credit Risk across a large customer portfolio whilst understanding the risk profiles.
• Sourcing and onboarding an analytical team to grow the department over the next two years to support the Credit Risk Strategy.
• Stakeholder engagement and management across the business to ensure smooth implementation of processes and procedures relatable to the end-to-end customer lifecycle.
• Utilising analytical expertise and operational leadership skills to engage with internal stakeholders across Customer Experience, Digital, Data and IT teams.
• Experience and proven ability to analyse complex data and operational issues; being able to identify key trends using credit bureau and internal data, in order to summarise the key findings and make recommendations in a clear and concise manner to internal stakeholders aligned with presented solutions.

You will ideally be:
• Tenacious and bold, with an aptitude to deliver excellence in the Credit Risk space whilst balancing risk.
• Analytical by nature, with a background in data analytics within a credit function – whether that be from a Utilities, Banking, Financial Services, Telecommunications or similar background.
• Able to work autonomously to deliver planned and methodical solutions backed with data to support findings to the Senior Leadership Team.
• Able to engage and influence stakeholders up to board level to impact decisions.
• An excellent coach and mentor with the tenacity and drive to implement positive change.
• A strategic thinker with the ability to operate professionally at all levels.
• Able to align with the wider business goals and targets.

This is a fantastic opportunity for an experienced Head of Credit Risk to join a well-respected brand. This opportunity will provide autonomy for the successful individual and the opportunity to grow and develop a team of dynamic analysts and scientists to bring a new approach to the wider Collections and Credit department.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Business Improvement Lead

Job Ref: DJJM1270
Job Title: Business Improvement Lead
Location: South East – Berkshire
Salary: Up to £67,000 base dep on experience, benefits.
Employment Type: Permanent

This large, well established business have an opportunity for a Business Improvement Lead to join this fast growth area of the business.

The successful candidate will be responsible for ensuring the department changes are delivered and relevant business stakeholders engaged appropriately when applicable.
The key objective of this role is to deliver continuous improvements across the Collections operational & strategic journeys. To identify gaps impacting the customers and the debt position and working closely with business operational areas & change teams to deliver improvements. This role will involve working within a highly collaborative team to drive key strategic deliverables across the business function.

Key Accountabilities:
• Taking ownership of all Credit and Collections initiatives to lead change, from development to delivery and governance.
• Working closely with the Data Scientist and Data Analyst to turn detailed insight into targeted process and policy interventions
• Leading the Credit and Collections policy updates and chairing the Credit and Collections Policy Forum
• Applying frameworks to review and evaluate the effectiveness of the process and drive prioritised improvements
• Contributing to the smooth running of the Credit and Collections team as part of their leadership, driving a continuous improvement culture

To be successful in this role you will have the following skills and experience:
• Previous experience successfully managing projects in an operational role Experience within Utilities or Financial Services desirable
• Strong understanding of Collections and Credit Risk
• Ability to work in an independent and pro-active way, with little reliance on management direction
• Ability to manage senior stakeholder relationships
• Articulate in written and verbal communication

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.