Customer Service Director - Echo Managed Services
£100,000 – £120,000 + Bonus + Car Allowance
Walsall - 4 days per week on-site
Are you a proactive, high-impact customer operations leader with deep Water or Utilities/Telco expertise? Ready to shape customer experience for millions while leading a large, high-performing team? Echo Managed Services is searching for an exceptional Customer Service Director to drive service excellence, collections performance, innovation and transformation across our UK and offshore centres. This is a visible, influential leadership role where your decisions genuinely move the dial for clients, customers and colleagues.
About The Role
Reporting directly to the Managing Director, you’ll lead all UK customer service and collections operations, with four direct reports and a wider team of around 130.
You’ll proactively shape strategy, performance and continuous improvement across our service centres, overseeing customer service, billing, collections, incident management and out-of-hours support.
You’ll work closely with our Head of BPO in Echo India and act as a senior ambassador for Echo with clients, regulators and industry bodies. Expect to lead digital transformation initiatives, elevate CMEX, NPS and CSAT, strengthen collections delivery, and ensure regulatory excellence across all operations.
This is a high-impact, on-site leadership role (4 days per week in Walsall) where your proactive presence, influence and decision-making directly shape our culture and results.
About Us
Echo Managed Services delivers specialist outsourced customer service, billing, collections and support for water and utility providers across the UK.
We’re trusted by major water companies and operate within highly regulated environments where professionalism, trust and impact matter.
Our values: Professional, Trusted, Impactful and Community-focused guide everything we do. We work closely with clients, invest in our people and continuously innovate to deliver exceptional, reliable customer experiences.
Key Responsibilities
* Proactively lead and develop high-performing service, billing and collections teams across two UK centres (Walsall & Belfast).
* Drive customer satisfaction and regulatory performance, achieving upper-quartile CMEX, RMEX, NPS and CSAT outcomes.
* Ensure delivery of billing and collections targets, optimising cash flow and reducing bad debt.
* Maintain full compliance with Ofwat and all regulatory requirements.
* Oversee incident management processes and out-of-hours operations.
* Design and deliver customer change programmes that build trust, affordability and accessibility.
* Champion digital transformation and innovative service improvements.
* Develop customer policies, governance standards and performance metrics that enhance efficiency and effectiveness.
* Build strong partnerships with clients through regular reviews, site visits, MBRs and quarterly Board reporting.
* Create a strong succession pipeline and embed a proactive, continuous improvement culture.
What You’ll Need
* Significant leadership experience within Water, Utilities, or Telecommunications customer operations - essential.
* Deep expertise in collections and recoveries within a regulated sector.
* A proactive leadership style with a clear track record of driving performance, change and improvement.
* 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-led decision-maker.
* Strong understanding of regulatory frameworks and compliance requirements.
* A highly visible leader able to work on-site in Walsall at least 4 days per week.
What You’ll Get In Return
* Salary £100,000-£120,000 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.