Echo Managed Services welcomes new Head of Operations

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’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.