Echo Managed Services strengthens its service with a new head of billing and collections

As head of billing and collections, Lee will be responsible for overseeing operations across Echo’s client base in England. He will support the team of 39 to drive service innovation to deliver billing accuracy and enhanced collection recovery for Echo’s roster of water companies.

He brings with him over 15 years’ of experience managing large-scale billing operations and customer-centric collections processes. With his most recent role as operations manager at Foundever, he has a proven track record in improving operational efficiency, mentorship and building high-performance teams.

Commenting on his appointment, Lee said: "This new role is a great opportunity to join a growing business at such a key time for both its water provider clients and their customers. My priority will be working closely with the team to ensure we provide high-quality billing services to our clients. Now, more than ever, accurate transparent billing is critical for households navigating the financial difficulties that come with the cost of living crisis. We understand the importance of offering not just correct bills, but also a proactive and compassionate service with flexible options that keeps the customers at the heart of everything.”

Rachael Merrell, customer service director at Echo Managed Services, said: “Lee is a fantastic addition to our billing and collections team. His experience of transforming operations will be invaluable as we continue enhancing our service delivery for customers during this challenging time. I look forward to seeing the advancements we can make to accuracy, efficiency and customer care through Lee’s guidance.”

Echo continues to strengthen its billing and collections capabilities after recently winning a 10-year contract to deliver billing, collections and contact management services for Northern Ireland Water. It also recently won two awards at the 2023 Contact Centre Network Northern Ireland Awards.