Billing Advisor

Salary: £18,000 - £20,000

Hours: Full Time, 37.5 hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

As a Billing Advisor for Bristol Energy, your focus will be on delivering excellent customer service and taking ownership in the resolution of a wide range of billing queries. These will include aspects from before the bill has been created initially, throughout the billing process and any issues after billing that may arise.

At Bristol Energy, you’ll be dealing with many different customers in a variety of situations, all with different needs. This calls for resilience, determination and a positive can-do attitude in our Billing Team. You’ll keep our customers at the heart of what you do.

This position will be exciting, fast-paced and varied – so you will need to be able to turn your hand to a number of activities.

Your main accountabilities will include to:

  • Manage and resolve customer originated queries in given timescales

  • Maintain customer data held within our billing system

  • Proactive and reactive contact with customer by phone, email and letter

  • Review bills and generate a new bill where necessary to ensure accurate billing

  • Liaise and work with other internal teams on the resolution of issues. Mainly our Industry Operations, Customer Payment and Customer Care Teams

  • Investigate and resolve reasons for accounts being late billed

  • Ensure that all billing procedures are compliant and within our policy

  • Recognise any billing exception trends and where required, escalate these to a Team Leader

  • Take responsibility for timely resolution of complaints that are raised to the Billing Team.

  • Work in line with all KPI’s that are set around call and billing performance

  • Any other activities which support the day-to-day operation of Bristol Energy

About you

You must have:

  • Excellent problem solving and complex query handling skills

  • A customer focus with strong communication and rapport building skills in writing, and over the phone

  • An ability to take decisive action with the use of existing policies and procedures

  • An ability to work well as part of a team as well as being proactive to meet individual targets

  • High level of numeracy and attention to detail

  • Excellent organisational skills to manage your time effectively and work effectively under pressure

  • IT literate with the ability to learn new information & systems

You will ideally have:

  • Experience of working in a domestic billing function

  • Experience in working in the energy industry or another complex or regulated environment

  • Enthusiasm towards a challenging all-encompassing role

  • Proven ability to adapt to a changing environment

Application details

Please submit your CV with a short covering letter to joinourteam@bristol-energy.co.uk with the job title in the subject field.