Billing Team Leader

About the role

Pennon Water Services is seeking an experienced Billing Team Leader to join its Operations department in Bournemouth. You will be the first point of contact for a team of Billing Administrators, providing day‑to‑day support, coaching and guidance while ensuring billing processes are accurate, efficient and aligned with business requirements.

Key responsibilities

• Lead, motivate and develop the Billing Administration team.
• Monitor performance, quality and productivity against set standards.
• Handle billing‑related queries and escalations as the primary contact.
• Conduct quality checks and deliver feedback for continuous improvement.
• Ensure customer bills are accurate and issued on schedule.
• Support customer switching activities in line with procedures and SLAs.
• Collaborate with other departments to deliver an excellent customer experience.
• Identify and implement process improvements.
• Contribute to regulatory and business target achievement.
• Promote customer retention and value‑added services where appropriate.

Required profile

• Previous experience in an administrative or operational environment.
• Experience working within established processes and standards.
• Strong organisational and leadership abilities.
• Ability to coach and develop team members.
• Excellent communication and problem‑solving skills.

Required skills

What we offer

• Competitive salary of £32,752 per annum.
• Full‑time permanent role within a leading water and wastewater retailer.
• Opportunities for professional development and career progression.
• Supportive team environment focused on sustainability and customer service.