Account Resolution Team Leader

at  Wave Utilities

ABOUT US

Wave is a leading national business water retailer helping over 300,000 customers across the UK to benefit from the non-household water market. We’re dedicated to helping businesses lower water use, be more water efficient and reduce costs – all which helped us earn Water Retailer of the Year 2021 and again in 2023. Our vision is to be the most customer-focused utility delivering value and efficiency in everything we do, making a positive difference to the environment and society.
The culture at Wave is like nowhere else. We’re committed to a happy, healthy place to work, and have a working environment which supports continuous learning and development, one where people can really flourish. Our people are at the centre of everything we do. Joining us means you’d be part of a team of over 300 people working flexibly across two UK based offices. You’ll find a real focus on employee wellbeing and some great benefits too. We expect great things from you and we give great things back.

WHAT DO WE NEED FROM YOU?

Educated to NQF Level 2 or equivalent or with equivalent experience, having proven success in a high-volume transaction business with a focus on billing and/or metering, with demonstrable experience of delivery of stretching targets. You will have experience of working in a leadership role, providing support and guidance for your team to meet performance targets.

Key skills and attributes will include:

• Competent in analysis and interpretation of information.
• Ability to interrogate relevant data, draw appropriate conclusions and make recommendations.
• Ability to solve complex problems.
• Can demonstrate good commercial awareness.
• Able to convey complex messages with concise fact-based explanations.
• Highly numerate.
• Fully ICT literate and competent in the use of Microsoft products, with intermediate knowledge of Excel and Word.
• Excellent attention to detail with a clear focus on thoroughness and accuracy.
• Problem solver and analytical thinker.
• Confident working in a team environment as well as ability to act on own initiative.
• Team Player with a can-do attitude driven to succeed together.
• Flexible and willing to try new ideas and innovation.
• Ability to challenge and question data accuracy and processes.
• Excellent organisational skills.
• Ability to work to tight deadlines in a fast-paced environment.
• Positive, results and target driven with a flexible approach.
• Resilient with the ability to work under pressure and think on your feet.
• Confident and effective communicator with the ability to build relationships and communicate complex messages to internal and external customers.
• Customer focused and able to demonstrate a Right First Time mindset.
• Thirst for obtaining knowledge and sharing best practice.

Please refer to the essential criteria in the job description as this is what you will be shortlisted against.

The Revenue Assurance team play a pivotal role in maximising profitability within Wave, providing valuable support to the business in identifying effective ways of minimising margin leakage and providing tactical fixes.
This role will lead the Account Resolutions team in providing the essential link between the revenue assurance related tasks and operational activity. Adopting a Right First Time mindset, you will lead the team to ensure their varied tasks are completed to a exceptional standard, role modelling the delivery of a centre of excellence with a positive team culture. Supporting the team with daily tasks, including detailed investigations and correction of SPIDs and accounts with a gross margin discrepancy, you will be expected to identify any development or training needs and then support their journey.
You will also lead the development and testing of new and alternative processes and support the continued development of new training and guidance documentation. You will also need to coordinate the team’s activity around the application of tactical fixes to complex records as part of support for the wider business alongside records identified by the revenue assurance team, all with the aim of improving our gross margin performance.