Account Resolution Team Leader (37 hours per week, Permanent) Location: Hybrid working with Salvus House, Durham as a base Salary: £32,828 to £41,035 plus a discretionary bonus potential of up to 8% of annual salary Job Level: C Reporting to: Head of Revenue Assurance We want our people to have a great work-life balance and support flexible working in terms of a hybrid model and varying start and finish times in some teams where possible. Please discuss this further with the hiring manager during your interview. 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’S IN IT FOR YOU? Wealth Excellent pension scheme - we will double match your contribution, up to a maximum of 5% employee contribution and 10% from Wave Bonus potential Perkbox membership with a vast range of perks - high street savings (fashion retailers, supermarkets and restaurants), discounted cinema tickets, travel and holiday discounts and online fitness classes Income protection scheme Personal accident insurance 4x salary life assurance Free onsite parking Time off 24 days holiday rising to 26 (plus bank holidays) A day off for your birthday Half a day on Christmas Eve and New Year’s Eve The option to buy holidays 1 day paid volunteering Wellbeing Hybrid/Flexible working Healthcare cash back scheme Cycle to work scheme Annual conference and Christmas party 24/7 Employee Assistance Programme Free flu shots Family Friendly Enhanced maternity and paternity pay Enhanced shared parental and adoption leave We care about you as an employee and have a range of resources available to both you and your family THE ROLE IN A NUTSHELL 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. WHAT WILL YOUR TYPICAL DAY LOOK LIKE? Key areas of responsibility that you will typically be involved in include: Account Resolutions Lead development of an insightful suite of reporting to provide assurance over revenue completeness, identifying and targeting sources of revenue and margin leakage. Lead the team in developing a detailed understanding of gross margin and settlement implications of activities taken on SPIDs in the billing and central market systems. Support investigation of gross margin discrepancies on SPIDs identified through financial reports. Support identification of SPID / account amendments to correct gross margin discrepancies and limit settlement implications. Support the team with identification of potential settlement cost recovery opportunities. Work with customers, Account Managers and Wholesalers to obtain relevant information to accurately update accounts. Where required raise escalations within the business and manage through to resolution. Training and Process Improvement Review root causes and identify process improvements in areas affecting gross margin. Ensure the team maintain guidance documentation for the approach to SPID / account amendments where settlement implications are likely to occur. Deliver support and training to wider business on complex account queries, especially where the updates will impact settlement and gross margin. Target a reduction in hand-offs between teams with a focus on the overall required outcome rather than the individual task to reduce future rework and thereby reduce our cost to serve, following Right First Time mindset. People Management Support a positive team culture where communication, empowerment and learning are all central and role modelled. Coaching and mentoring members of the team to develop knowledge and skills. Directly support the team’s performance, recognising strengths and ensuring areas of improvement are identified and addressed in a supportive way. 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. Wave is committed to making a positive difference to the environment and society in which it operates. If you are excited to join a dynamic growing business which cares about its people, we would love to hear from you. BE YOURSELF – OUR DIFFERENCES MAKE US STRONGER Wave is proud to be an inclusive employer and actively encourage applications from all backgrounds. We will take into consideration any adjustments or individual requirements at any stage of your recruitment journey. If you require any additional support related to menopause, neurodiversity, or any other reason, please do let us know by contacting Recruitmentwave-utilities.co.uk. Please ensure you attach your CV and a covering letter so we can get to know more about your skills and experience and why you are suitable for this role. We will not be able to consider applications without a covering letter. Closing date: 4pm on 22 November 2024 Interviews are expected to be week commencing 02 December