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 Customer Experience, Digital, and Data teams to pilot, scale, and embed new ways of working.
Drive the evolution of self‑service, digital adoption, and demand management to improve outcomes for customers and the business.
Use data and operational insights to deliver continuous improvement, enhance efficiency, and optimise customer service processes.What We're Looking For
Experience & Expertise:
Extensive experience leading large-scale, multi-location, complex contact centre operations within a regulated utility or essential services environment.
Strong background in managing outsourced contact centre partners, with expertise in performance management, quality assurance, and digital transformation.
Deep experience in leading commercial frontline teams with strong understanding of financial processes from bill generation to cash collection.
Proven success in improving CX metrics (e.g., CMEX, DMEX, REMX or equivalent) and developing complaint resolution frameworks.
Demonstrable leadership capability, including managing managers and leading large, diverse teams (100+ FTE).
Strong analytical skills with the ability to apply data intelligence and root cause analysis to drive operational improvements.
Solid financial acumen with experience managing a full P&L or substantial budget.
Familiarity with CRM and WFM systems such as Salesforce, SAP, and workforce management software.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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