About the role

  • Lead and manage daily operations of the Billing Customer Care team
  • Manage the Billing Customer Care function for SES, ensuring exceptional service delivery and first-contact resolution
  • Drive team performance, coach and develop high-performing teams
  • Collaborate with offshore partners for seamless service delivery
  • Monitor KPIs and implement performance improvements
  • Ensure compliance with governance and regulatory standards
  • Support incident management and crisis communication
  • Promote wellbeing, engagement, and recognition across the team
  • Contribute to strategic projects and customer care initiatives
  • Report into the Head of Customer Care & Operations

Requirements

  • Proven leadership experience in customer service or contact centre environments
  • Strong operational and performance management skills
  • Experience handling billing inquiries and optimising customer journeys
  • Excellent communication and stakeholder engagement abilities
  • Ability to lead and collaborate across teams and locations
  • Knowledge of regulatory compliance and incident response
  • Passion for customer experience and continuous improvement
  • Degree or equivalent experience in Business, Customer Service, Operations, or related field
  • Familiarity with CRM systems, reporting tools, and workforce management platforms
  • Strong analytical and problem-solving skills
  • Successful candidate will be subject to a mandatory DBS check as part of the onboarding process

Benefits

  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services
  • Ongoing development and training
  • Investors in People recognition

Job title

Customer Care Manager

Job type

Experience level

Mid levelSenior

Salary

£59,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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