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Echo Managed Services welcomes new Head of Operations

From the Knowledge Centre

Echo has appointed Aidan Emms as Head of Operations at its head office in Walsall, the latest in a recent series of senior hires...

In his new role, Aidan will oversee end to end customer service delivery for Echo’s clients, South Staffs Water and Cambridge Water, including multi-channel contact handling, billing and collections activity, meter reading, and leading the 150-strong team as the business continues to support its clients in their mission to provide an industry leading service experience.

Aidan, who was previously at HomeServe for 22 years, brings with him extensive experience of running customer services operations and working closely with clients to add value to their businesses, alongside strong leadership skills and vast expertise in operational change management.

This appointment comes at a key time for the water sector as Echo’s clients continue to drive customer service excellence, digitalization, and prepare for the challenges of PR24.

“Echo is a water sector expert and it’s clear to see the value the team has brought to its clients and long-standing relationships over the years. I’m delighted to join and lead the team as we continue to innovate our service delivery and support our clients by providing best in class service for their customers. I can’t wait to get started.”

Aiden Emms, head of operations, Echo Managed Services

“Aidan is a fantastic addition to our experienced customer service team and brings with him a valuable skillset that will help us deliver service excellence for our clients and their customers.”

Monica Mackintosh, managing director, Echo Managed Services

Echo’s South Staffs Water and Cambridge Water customer service team has held ServiceMark, the Institute of Customer Service’s prestigious kite mark of service quality, for the past three years. It continues to evolve its service offering in line with changing customer expectations, sector challenges and its clients’ drivers and priorities.

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