Customer Advisor (Billing)
Customer Advisor (Billing)
Salary: £18,300 + excellent benefits
About Good Energy
Changing the world is no easy task. But in 1999 that’s exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.
The business has recently reviewed its longer term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. Good Energy now employs over 300 people in the historic market town of Chippenham, Wiltshire.
About the role
The Billing team is responsible for ensuring that all of Good Energy’s customers receive accurate bills on time. This is achieved by managing billing exceptions on a daily basis and performing specialist billing actions where required. You will be required to make outbound calls as part of managing the customer experience.
We have recently implemented a new billing engine so this is a good opportunity for anyone looking to get involved with process development and improvement. Anyone applying to this role must be able to adapt quickly to frequent changes to both workload and processes. Other key duties and accountabilities of the role will include:
- Complete daily billing tasks accurately and in a timely manner
- Reporting on workloads daily
- Complete all tasks within KPI
- Analyse accounts that haven’t billed to diagnose and resolve
- Collaborate with colleagues to achieve the best outcome for the customer
- Accurately calculate bill charges manually when required
- Adhere to regulatory and compliance requirements of billing in the energy industry
- Make outbound calls to customers to resolve billing queries and deliver priority service
- Support the call centre in answering customer queries at first point of contact resolution
- Appreciate and understand the needs of our vulnerable customers
- Identify opportunities and make recommendations for process improvement
- Various ad-hoc duties as appropriate
To succeed in the role you will be customer focused and committed to delivering an excellent service. You will be confident, a quick learner and able to get to grips with complex processes quickly. Managing your own workload, you will take ownership of tasks and follow these through to conclusion whilst adhering to strict KPI’s. You will be competent in the use of MS Excel and have previous experience managing numerical data.
Behaviours - Works in a way which role models our values:
We are straightforward in how we communicate with each other and get things done.
We are determined and resilient, overcoming challenges to realise our purpose together.
We value people’s differences and recognise the strength they give us when we work together.
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders.
In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.
So if you’d like to be part of this multi award winning, innovative and fast growing ethical energy business, we’d love to hear from you.
Please send a copy of your CV and a covering letter stating your experience and suitability for the role to firstname.lastname@example.org.
Given the high volume of applications we have received in recent campaigns we recommend you apply as soon as possible to avoid disappointment. We will close the role sooner than the date specified below if we are able to fill the position.
Closing date: 23rd April 2018
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