An exciting opportunity has arisen for an experienced Billings Operations manager to join one of the UK's largest utility companies in Swindon, Wiltshire.
The successful candidate will manage the Billing and Collections team who are responsible for billing and payment collection for 3.2m directly billed Household customers, and our agents use specialist systems and knowledge to complete a multitude of tasks which help us to achieve this aim.
As Billing Operations Manager you will help to ensure that the bills issued to our customers are accurate and timely. You'll be expected to work with the other areas of the business to improve billing accuracy, play an active role in the delivery of the Annual Billing project, and to ensure that complex billing queries are resolved as quickly as possible.
This role is pivotal to the success of billing and to maximising the cash the company are able to collect. You will manage the Billing and Collections team who are responsible for billing and payment collection for 3.2m customers, and manage a team of agents to achieve this aim.
You will take the lead as we transition to a more proactive approach to high bill management and help to ensure that as new systems are implemented, the billing functionality provides us with the best opportunity to deal with complex billing queries.
The role of Billings Manager will involve?
Liaising with the wholesale business to minimise Customer Side Leakage resolution timescales.
Working with the meter reading team to maximise reads taken and the read to bill ratio and improve bill accuracy.
Helping to co-ordinate Annual Billing preparations.
Reviewing billing policies to ensure they are fair, consistent and relevant.
Acting as escalation point for resolution of customer issues, adopting fair and consistent application of policy and guidelines.
Monitoring current billing process performance and exploring opportunities for improvement.
Ensuring clear alignment between process owners and operational teams.
Supporting, motivating and coaching direct reports to perform to their full potential.
Setting individual targets to meet operational goals and maximise performance.
Providing governance of the skills framework, ensuring fair assessments whilst addressing gaps and needs.
Ensuring the quality and control framework is in place and adhered to
Leading and managing the retail Billing teams to ensure that specialist billing agents have the right skills and authority to enhance the levels of service provided.
What skills are we looking for?
To be successful in this role you need to be up for a challenge! You will be determined, proactive, and flexible. Your teams will use an array of specialist systems, so a working knowledge of some or all of them will be helpful. These will include CRM, CIS, Merlin, JMS, Vistec, Temetra, BPMS, and Impact 360 to name but a few. You will also be comfortable using the Microsoft Office suite, specifically Outlook, Word and Excel.
You will be expected to represent Billing and Collections with both internal and external stakeholders so, so strong negotiation skills and comfort in communicating with a variety of audiences are essential in order to achieve the fairest outcome for all.
You will confidently manage difficult and complex situations and customers, so you must have sound communication skills and be able to work independently. You will make good decisions regarding workload prioritization and be able to identify issues that need to be escalated.
This role is based in Swindon, Wiltshire, with a salary of £34,000 to £41,000 depending on skills and experience.
This role covers 36 hours a week, Monday to Friday, between the hours of 8:00 am to 17:00 pm.
This role comes with an excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus many more!