Customer Accounts Manager

Job Description

LocationSutton Coldfield, B75 7RLAbout the jobSummaryJoin the Defence Infrastructure Organisation (DIO) and have a future that matters: Be proud; Be challenged; Be unique.DIO is passionate about ensuring that we are a top performing organisation and a great place to work with a diverse range of talent. We are committed to being an equal opportunities employer and creating a culture where everyone can bring their whole self to work and individuality is truly appreciated. DIO is a workplace where everyone feels valued and supported enabling our people to flourish, bring greater creativity and innovation to achieve higher organisational performance. We aim to develop and support staff to meet the Departments objectives, and to fulfil their own potential. We promote and support a range of flexible working patterns enabling staff to balance home and work responsibilities and we treat people fairly irrespective of their background. This culture of inclusion is underpinned by our 6 staff networks covering Disability, Faith and Belief, Gender Equality, LGBTQI+, Race, Social Mobility and 3 networks dealing with employee wellbeing and support: Speak Safe Volunteers, Mental Health First Aiders and Equality, Diversity and Inclusion Advisers. To help achieve our objectives, we believe in six important values (Safety first, Collaboration, Integrity, Agility, Accountability and Enthusiasm) that underpin our vision and mission. These values equip us for the future and shape how we work together. These values are designed by DIO for DIO. About DIOThe Defence Infrastructure Organisation (DIO) is the estate expert for Defence, supporting the armed forces to enable military capability by planning, building, maintaining, and servicing infrastructure. Our responsibilities include: • Plan and deliver major capital projects and lifecycle refurbishment • Provide utilities services • Manage soft facilities management (i.e. cleaning and catering) • Provide a safe place to train • Allocate Service Families Accommodation • Procure and manage routine maintenance and reactive repair • Provide a central register of asset information to advise infrastructure planning • Act as steward of the Defence estate • Provide the unarmed guarding service We employ approximately 4,900 staff from a very diverse range of professions including head office functions and specialisms such as surveyors, town planners, airfield pavement experts, foresters and construction engineers. We work across the world; in Germany, Cyprus and the Falkland Islands, Norway, Poland, Kenya, Belize, Nepal and Oman. You can view our YouTube video to see more about our workJob descriptionThe ChallengeThis is a key and challenging role working on the Defence Estate. which offers exciting personal development opportunities. A key part of the role is assuring potential Income Generation, working with many Stakeholders. The Customer Accounts Manager will work both independently and as part of a team, creating excellent working relationships across all areas and using initiative in helping resolve challenging queries.ResponsibilitiesMain Responsibilities• Customer Management Team (CMT) Billing and Recoveries support to pursue and deliver on Income Opportunities • Provide Billing Instructions, ensuring instructions raised are in accordance with OFWAT guidelines and Water Resale Order • Interface for Lands Management Services (LMS) and Aquatrine Service Providers (ASP) in relation to query solving • Manage the Query Database, resolve issues or escalate to Billing Recoveries Manager • Data Validation, ensuring data and records are up to date and held in accordance with General Data Protection Regulation • Secretariat for responses to Parliamentary and Ministerial correspondence • Manage ASP meeting minutes and issue within timescale agreed • Manage Filing System and other admin related tasks Applicants should be aware that as part of the Defence Estates Optimisation Programme the DIO Sutton Coldfield site will close and this post will be relocated to Defence Medical Services (Whittington) near Lichfield. This relocation is currently expected to occur in the Spring of 2021. Desirable ExperienceExperience of Water Utility and understanding of Water Resales OrderBehavioursWell assess you against these behaviours during the selection process:

Leadership

Working Together

Communicating and Influencing

Delivering at Pace

We only ask for evidence of these behaviours on your application form:

Leadership

Working Together

Benefits We enable our people to work at the right place, with the right people, at the right time. We believe that if we look after our people they will be passionate about delivering great things for our customers. We understand the importance of life outside of work and our industry leading flexible working practices, digital technology and modern workspaces will give you the opportunity to enjoy a healthy work-life balance. Some of the many benefits you will receive: • Highly competitive Pension Scheme • Flexi-time scheme • Alternative working practices such as working from home • 25 days annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service • Ability to roll over up to 10 days annual leave per year • In addition to 8 public holidays per year you will also receive leave for HM The Queen’s birthday • Minimum of 15 Days Special Leave in a rolling 12-month period to for volunteer military or emergency service reserve commitments • Special Paid Leave for volunteering up to 6 days a year • Enhanced maternity, paternity and adoption leave • Employee Assistance Programme to support your wellbeing • Most sites have good travel links with free car parking; many also have other facilities such as a Sports & Social Club, Gym and / or site shops Learning & Development• Professional and Personal Development of skills • Access to thousands of training courses through Civil Service Learning, some free or paid by DIO • Ability to obtain industry recognised qualifications supported by DIO Employment HoursThe post advertised is for 37 hours net, however the Ministry of Defence offers a range of flexibilities to enable a better work-life balance for employees. Flexible working,