Onboarding Manager at Leep Utilities in Salford M5 3NN

Department: Customer Operations

Reports to: Head of Customer Services

Salary: up to £40K DOE

Location: Manchester / Hybrid

The Opportunity

Join us as our Onboarding Manager and play a pivotal role in shaping the customer journey from connection through to billing, managing the end to end onboarding process and ensuring the accuracy and integrity of all metering data and metering stock and delivery activities that feed the Meter‑to‑Cash cycle.

Leading our onboarding and meter asset teams, you'll ensure customers are set up accurately, metering data is right first time, and billing can be delivered seamlessly. Through strong leadership, stakeholder engagement and continuous improvement, you'll help deliver outstanding customer experiences while supporting revenue protection and operational excellence.

Key Responsibilities

• Own and manage the complete customer onboarding process, from developer handover and first occupier connection through to ongoing tenant, owner and landlord move-in/move-out changes ensuring new accounts are set up accurately, efficiently, and within agreed SLAs.

• Lead engagement activities with high priority third party stakeholders liaising with developers, SLPs and sales offices to ensure onboarding outcomes.

• Serve as the central point of accountability for all metering related onboarding requirements, validations, and data completeness.

• Ensure all customers are fully metering ready before billing commences, with validated and accurate metering information.

• Continuously review, streamline, and improve onboarding workflows, including opportunities for automation and system enhancements.

• Lead the team to maintain complete and accurate meter records, updates, exchanges, validations, and lifecycle management tasks.

• Own the escalation and resolution of complex metering issues and discrepancies.

• Management of meter stock issuance processes, reconciliation of metering stock via appropriate reporting, investigation of any discrepancies and investigations with appropriate stakeholders and reporting the outstanding meter stock / sheets on a monthly basis.

• Act as a key link between Operations, Billing, Revenue Assurance, Developers, and system teams to ensure operational readiness, data accuracy and smooth customer transitions.

• Lead, coach, and develop a team ensuring strong capability, performance, and engagement, creating a culture of accountability, continuous improvement, and operational excellence.

• Identify process gaps, recurring issues, and operational inefficiencies across metering and onboarding workflows.

• Recommend, design, and support improvements, including automated processes, that enhance data accuracy, efficiency, and consistency.

• Collaborate with developers and system teams to ensure metering data flows, onboarding pathways, and system logic are optimised and scalable.

Measures of Success

• Customers are onboarded accurately, efficiently and within agreed service levels.

• Metering data is accurate and complete, supporting first-time-right billing and revenue protection.

• Strong stakeholder relationships enable smooth onboarding journeys and effective issue resolution.

• The team is engaged, high performing and consistently delivers quality outcomes.

• Continuous improvements enhance efficiency, automation and the customer experience.

• Robust controls and reporting provide confidence in data quality, metering assets and operational performance.

• Customer onboarding and meter-to-cash processes are scalable, compliant and consistently support business growth.

About You

• Previous hands‑on experience with Meters, Metering data, or Metering systems, or Onboarding is essential (utilities, energy, water, or similar).

• Demonstrated experience managing or leading a team in an operational, data‑driven, or customer‑focused environment.

• Strong understanding of how metering data impacts onboarding, billing accuracy, consumption calculation, and the wider Meter‑to‑Cash cycle.

• Experience resolving complex metering issues, data discrepancies, and onboarding exceptions.

• Excellent organisational, analytical, and numerical skills with strong attention to detail.

• Strong Stakeholder management, able to influence widely.

• Confident using Microsoft Office, SharePoint, and operational, billing, or metering systems.

• Demonstrated experience leading teams to deliver high-quality customer and business outcomes.

• A collaborative communicator able to build strong relationships with stakeholders across teams and levels.

• Strong problem‑solver with sound judgement when resolving complex operational or data‑related issues.

• Demonstrated ability to support process automation, workflow optimisation, or system improvements.

Your Development and Benefits

At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.

Our benefits include:

• Salary which aligns to your experience and skillset

• 25 days paid holiday + bank holidays

• An additional day off to celebrate your birthday

• Annual discretionary bonus

• Company pension plan

• Health Cash plan through Westfield Health

• Option to purchase additional holiday days through our Holiday Buying Scheme

• Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials

• Paid professional memberships relevant to your role and access to professional development opportunities

Our Values

At the forefront of everything we do:

Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility

Equal Opportunities

Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.