Head of Sales & Billing Integrity

Salary - Competitive

Work Type - Onsite

Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37.0 Hours per Week

About United Utilities

At United Utilities, our purpose is clear: we deliver great water for a stronger, greener and healthier North West. As a FTSE 100 company, we’re proud to provide services that respect the environment, support the regional economy and benefit society.

We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves. Whether you join a team that shares your vision or connect with colleagues across our networks, you’ll find a welcoming and supportive organisation ready to help you thrive.

Why join us?

As well as being part of a company that makes a real difference, you’ll enjoy a competitive benefits package, opportunities for professional development, and the chance to contribute to essential services that millions of people rely on every day.

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 20% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Job Purpose

We’re looking for a Head of Sales & Billing Integrity to lead and develop our billing function. You’ll be the “go-to” expert for all billing activity, ensuring bills are accurate, timely and complete, while safeguarding revenue and supporting outstanding customer service for both household and commercial customers.

In this high-profile role, you will:

• Manage the end-to-end billing process, ensuring accuracy and compliance.
• Drive the resolution of billing issues that affect customers, ensuring quick, fair outcomes.
• Lead and develop a team of Billing and Revenue Assurance Managers, Team Leaders and Advisors, creating an engaged and high-performing workforce.
• Shape strategy and decision-making for billing, supporting continuous improvement and innovation.
• Work closely with senior leaders, deputising for the Head of Income when required.
• Oversee the design and delivery of billing processes, systems and revenue assurance controls.
• Look after large commercial contracts and shared service centre with a diverse range of transactional elements.

Accountabilities & Responsibilities

• Ensure all customer bills are accurate, timely and compliant with regulatory requirements.
• Lead the department in delivering strategic initiatives, including new billing propositions and payment options.
• Utilise third-party data to manage property records effectively (e.g. occupied/void status).
• Ensure new connections, meter reads and property changes are recorded accurately.
• Deliver operational planning, budgeting and forecasting for billing.
• Champion continuous improvement, process efficiency and service excellence.
• Establish and embed robust revenue assurance strategies to prevent revenue leakage.
• Benchmark against industry best practice to strengthen our billing and shared services capability.

Technical Skills & Experience

We’re looking for a strong leader with experience in customer service, billing operations or shared services. You’ll bring proven expertise in managing billing activities in a complex, regulated environment, and the ability to motivate and develop teams to deliver exceptional results.

You’ll also have:

• Excellent customer service and communication skills, with the confidence to handle challenging situations constructively.
• Strong leadership, coaching and performance management skills with the ability to manage key stakeholders across the internal and external organisation
• Proven ability to deliver against KPIs and deadlines under pressure.
• Experience of process improvement, mapping or re-engineering.
• A compliance mindset, with resilience and focus in a fast-paced environment.
• Graduate level qualification (or equivalent experience).
• Ability to deal calmly and constructively with any potentially challenging enquiries from either customers or colleagues and to resolve them satisfactorily

Qualifications

• Strong track record of working in a Customer Service and Billing function and Shared Services departments
• Comfortable working in complex and heavily regulated environment
• Advanced ability in setting and monitoring smart KPIs
• Proven track record of building teams and ensuring they work to effective processes
• Preferably, knowledge of, and experience in, the water industry
• Experience of process mapping or re-engineering work
• Graduate or graduate calibre in any discipline

About the Team

The Income team is responsible for the meter to cash process. Everything from meter reading, bill design, print and postage, cash collection, payment processing and debt collections sits within the Income department. We also make sure that we’re billing everyone that should be billed and we design new tariffs to reflect our services and affordability schemes to support our customers.

As Head of Sales and Billing you will play an integral role within the Income team shaping and delivering excellent customer service.

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.