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About the role
- Billing Operations Specialist at Good Energy focusing on accurate billing processes and exceptional customer experience. Collaborating with various teams to drive revenue and compliance in gas and electricity services.
Responsibilities
- Are you detail-oriented and passionate about the impact of accurate billing? Good Energy is seeking a Billing Operations Specialist to contribute directly to our mission of providing exceptional customer experience and driving healthy revenue.
- Reporting to the Billing Lead, you'll manage key billing processes, including exception handling and data quality investigations.
- You'll be a crucial point of contact for our Account Health, Home & Small Business, and Debt Recovery teams, providing specialist support and ensuring they have the resources they need.
- This collaborative role also involves contributing to projects, compliance, training initiatives, and the ongoing evolution of our billing tools and reporting capabilities.
- Use internal reports to identify and resolve billing exceptions to ensure that bills are accurate and issued on time.
- Analyse unbilled accounts to diagnose and resolve issues, working closely with other teams where necessary to expedite bill production.
- Highlight system errors and trends which may lead to a negative customer experience, and work with Managers, Specialists, and system providers towards resolutions.
- Identify opportunities to improve our processes and tools to prevent delays and issues with billing.
- Support customer facing colleagues by providing specialist knowledge to resolve queries and issues.
- Direct customer contact at times, to clarify complex queries based on complex billing activity.
Requirements
- You are a quick learner, with a desire to build on your existing knowledge and experience to learn key industry processes in greater detail.
- You have a keen eye for detail.
- You are inquisitive with a desire and ability to solve complex problems whilst still considering the impact on our customers.
- You are a team player with strong collaboration skills, able to work with leaders, specialists, and data analysts across various teams to achieve outcomes.
- You have exceptional verbal and written communication skills.
- You are numerate and comfortable working with data and data tools.
- Prior experience within the energy sector is desired.
- You possess a strong understanding of Supplier License conditions related to core billing activities and have a broader knowledge of the energy industry, including metering and relevant processes.
- You have a technical data skillset, including at least beginner-level proficiency in SQL and Power BI.
- You have an understanding of business operations and the interplay between accurate and timely billing and the revenue of the business.
Benefits
- £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
- £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.
- £500 annual development allowance: to spend on your chosen development area, whether that’s in your current role, or future roles.
- 5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
- 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.
- Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.
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