Echo MS Appoint Customer Services Director to Board

Contact centre Outsource company Echo Managed Services appoints customer services director to its board
Rachael Merrell joins as customer services director as Echo continues to invest in its customer service offering

Echo Managed Services has appointed Rachael Merrell as its new customer services director, further strengthening its team as it continues to deliver service excellence for customers.

In her new role, Rachael will be leading Echo’s customer service teams as the water market specialist supports its customers through the existing AMP and into PR24.

Rachael was previously customer delivery director at Echo’s sister company, South Staffs Water, for five years and has a decade of experience in the utilities sector with an impressive career demonstrating a commitment to great customer service and commercially focused operations. She will enhance Echo’s existing team and will focus on managing the continual developments within the industry, helping to build and deliver the solutions that add value to their client’s customer experience strategies.

Commenting on her appointment, Rachael Merrell said,

“This is a brilliant new opportunity for me to continue my career within the utilities sector. It is a great time to join the team to expand its customer service offering at a time of transformation within the industry.”

“Customers are continually raising their expectation for support and advice, particularly within the water sector. I am looking forward to working with a team that holds creativity and the customer at the heart of all of its operations”.

Monica Mackintosh, managing director at Echo Managed Services commented,

“We feel very fortunate to have Rachael joining our team with her wealth of experience and expertise. Having Rachael in this leadership role will help us stay at the forefront of service delivery in the water sector as the trusted partner our customers want.”

“As we approach the PR24 planning period, we will continue to support our customers and focus on ensuring the best outcomes for them, and Rachael will play a vital part of in achieving that”.



Echo Managed Services is a specialist outsourced provider of complex multi-channel customer contact services, comprehensive debt recovery solutions, revenue protection services and the developer of the multi-utility, Salesforce-native billing software, Aptumo. Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide public and private sector organisations with end-to-end customer contact capabilities.

For additional information on Echo Managed Services visit their Website

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