Role Details
Salary - Competitive Salary
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 -
United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities.
Job Purpose
* Responsible for acquiring, evaluating, negotiating, onboarding, executing and managing NHH Meter Reading Services provided to non-household water retailers (NHH retailer).
* To be the single point of contact for any contractual, escalated/disputed or general performance issues raised by UU, the NHH retailer or other third parties - ensuring services are delivered in line with agreed SLAs.
* To manage the performance of the passive AMR infrastructure and associated 3rd party contracts.
* To analyse overall metering reading performance and put relevant improvement plans in place.
* To win and own the delivery of contracts across up to 60 third parties with a combined annual value in excess of £1m per annum.
Job Accountabilities
* Responsible for the promotion of the United Utilities Meter Reading Service to NHH retailers and councils.
* To manage a team of performance analysts focused on driving improvements across the department.
* Root cause analysis of meter reading performance such as Skip analysis, long unread meters, work allocation, and field reporting quality.
* Development of relevant improvement plans based on trend analysis.
* To identify and coordinate the necessary resource as part of the virtual team required to support the agreed deliverables.
* Own the NHH Meter reading and passive pricing models, understand the level of actual operational spend and undertake periodic reviews to support the setting of annual prices.
* Responsible for creating and maintaining specialist invoicing and payment processes, ensuring high levels of accuracy, attention to detail and timeliness of billing/payment.
* Responsible for managing existing passive contracts and acquiring new passive contracts with councils.
* Hold regular meetings with Retailers/councils and other 3rd parties to discuss performance and areas of opportunity.
* To act as prime interface with the NHH retailer, Councils and other 3rd parties to influence key decision makers at all levels.
* Work collaboratively with the internal meter reading functions to ensure delivery against all SLAs and KPIs.
* To develop an understanding of the market rules for NHH retailer contracts.
* Act as a central point of contact for any issues or queries that the Retailers, Councils and other 3rd parties may have.
* Provide analysis and resolution of performance, complaints or disputes with respect to Non-Household Meter Reading Services.
* Identification of continuous business improvement opportunities.
* Build and ratify remedial action plans with relevant UU functions.
* Effective management of own performance and impact.
* Support the delivery of NHH retailer audit programmes.
Knowledge and Skills
* Degree level qualification in relevant business or customer services subject or equivalent significant relationship/contract management experience.
* Excellent understanding of the Non-household Market.
* Understanding of Passive read process, council contracts and 3rd party installations of receivers.
* Excellent general knowledge of United Utilities metering and meter reading policies.
* Commercially astute and financially literate.
* People management skills and experience.
* Experienced in both external and internal relationship management.
* Excellent negotiation skills and ability to communicate and influence effectively.
* Ability to recognise key players and influencers within the portfolio.
* Demonstrates personal motivation to achieve sales targets and business objectives.
* Always striving to improve and deliver the best results for United Utilities.
* Seek to develop own knowledge, skills and experience.
* Able to gain team involvement through personal drives and commitment.
* Proven analytical and trending skills to support the identification and resolution of issues.
* Excellent problem solving and decision making skills.
* Able to maintain reporting and regulatory requirements and documentation.
* Communicating and presenting information to key stakeholders regarding contracts.
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