Billing Specialist

Warning message

Like many other organisations, we've changed the way we work during the COVID-19 pandemic. If you can, please use your online account or our app to manage your energy with us. If your query is urgent and you do need to speak to us, it may take us longer to get to your call. You can find out more here about your account, meter readings and how we're working right now.

Salary: £22,000 - £25,000

Hours: Full Time, 37.5 hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

As a Billing Specialist for Bristol Energy, you’ll ensure that excellent customer service is at the heart of our Billing Team. A key aspect of this role will involve managing complex billing expectations and resolving any issues that arise in an efficient and timely manner. You will be the go-to to provide support and training to the Billing Team and wider operational functions. Working closely alongside the Billing Process Expert to embed process changes and develop improvements.

Thorough investigation and effective communication skills are paramount in this role. At Bristol Energy, we deal 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 and keeping our customers at the heart of everything we 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:

  • Act as a specialist and expert for the Billing Team, overseeing and maintaining key billing related work streams

  • Manage complex billing exceptions, including meter mix-ups, transposed reads and back billing within regulations

  • Identify, resolve and recommend solutions to complex billing exceptions collaborating with the Billing Process Expert where required

  • Complete Root Cause Analysis on billing exceptions, identifying improvements needed

  • Provide coaching and training to the Billing Team on relevant process’s and policy’s

  • Assist with quality assurance across the Billing Team

  • Complete User Acceptance Testing for all new system changes and improvements implemented

  • Provide strong connections to the Industry Operational Teams and settlements

  • Identify and investigate any issues with our systems and support with providing technical information to our IT and Change processes

  • Identifying process gaps within the team and working with the Billing Process Expert to set up new and robust processes

  • Support the timely resolution of any complaints and escalations that are raised to the Billing team

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

About you

You must have:

  • A minimum of 2 years’ Industry knowledge with a clear understanding of energy industry systems and processes

  • A minimum of 1 years’ experience in a billing function

  • Strong analytical skills with the ability to interpret complex information quickly and accurately to deliver suitable solutions

  • Confidence in handling difficult conversations

  • Experience of running training sessions with both groups and individuals

  • Ability to identify and deliver process improvements

  • Ability to understand, explain and resolve complex situations

  • Ability to adapt within a fast changing and growing business and juggle multiple priorities

You will ideally have:

  • Demonstrated a track record of improvements in billing performance and the ability to manage impacting processes and functions to control billing output

  • Advanced level Excel skills

  • Knowledge of and experience using Junifer or another similar CRM system

  • An understanding of coaching and training methodologies

  • Excellent communication skills with the ability to represent the department at meetings, influencing stakeholders at all levels while building excellent working relationships

  • Great attention to detail and the ability to follow processes

Application details

Please submit your CV with a short covering letter to with the job title in the subject field.