We are currently recruiting for a Head of Billing Services on behalf of a leading water utilities company based in South Sussex. Location: West Sussex (Hybrid) Pay Rate: £675 per day (Inside IR35) This is a senior leadership role within Customer Operations, accountable for shaping and delivering the strategic vision for a high-performing, customer‑centric frontline service. As the Head of Billing Services, you will: Provide executive leadership across large, multi-site and multi-partner operational environments, influencing culture, capability, and performance across internal and outsourced teams. Be accountable for the performance of approximately 400 outsourced FTE across contact centres, ensuring delivery of business‑critical customer service (CMEX) and commercial outcomes (c.£30m annualised collections). Play a key role in ensuring appropriate support for financially vulnerable customers. Influence cross-functional strategy, strengthen customer trust, and lead the design, testing, and implementation of future service models, digital journeys, and demand‑reduction initiatives. Act as an enterprise steward of customer experience, cost‑to‑serve, colleague engagement, and operational efficiency. Provide executive oversight and direction for all frontline telephony, digital, and back-office service operations. Set the long-term strategy for frontline services, collaborating with Custo...