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Specialist billing and collections agent

Thames Water
Date Posted
9th November 2018
Customer Service
£19,000 Per Annum

What is the purpose of the role?

The Billing and Collections team are responsible the accurate billing and payment collection for 3.2m directly billed Household customers. Using specialist systems and knowledge, our agents complete a multitude of tasks to manage the meter reading and billing processes, resolve complex queries, handle payments, facilitate collections and manage the tariff switching process. As part of the Billing team, you will help to ensure that accurate and timely bills are issued to our customers, and that complex queries relating to the bills are resolved as quickly as possible.

What makes this role unique?

From setting up accounts, to installing and reading meters, to generating bills, sending them and handling the queries which follow, to collecting and allocating payments and chasing debts, the Billing and Collections team look after the lifecycle of customer accounts. We produce over 5 million bills per year and the Billing team ensure that customers are charged accurately and on time. We can only collect the cash if the customer is billed correctly, and the team specialise in managing the billing exceptions process and resolving complex queries concerning customer usage. You will become an expert in navigating through the various systems and processes associated with bill production, query resolution and account correction, keeping customers informed along the way. As part of the larger Billing and Collections team, you will work with the metering and collections teams to ensure that accounts are correctly set up, queries are resolved, payments negotiated. We believe the best results are achieved when we work well together.

What will this role involve?

Resolving issues within the billing system which prevent bills from being issued.

You will help to understand what causes the issue, resolve the problem and help to improve the process going forward.

Case managing customers through the high consumption journey, you will be the primary point of contact for those customers assigned to you.

Tasks will range from understanding and investigating the issue, to liaising with wholesale, to resolving and adjusting the account and negotiating payment.

As part of the larger Billing and Collections team, this role also provides the opportunity to improve your knowledge and understanding of the wider business.

What are we looking for?

Outstanding communication skills - you'll be an effective listener, asking the right questions so that you can resolve the customers query quickly and efficiently.

Great customer service skills - you'll have a passion for helping customers.

Strong negotiation skills - you will liaise with both customers and other areas of the business in order to achieve the fairest outcome for all.

Good problem solving skills - you will be expected to take ownership of the queries and cases in your care.

Self-motivation - you will be comfortable working independently or as part of a team, but will also to understand when a situation needs to be escalated.

Ability to work under pressure - you're going to be busy, so will thrive in a target-driven environment, and will have the ability to make the correct decisions to help resolve the query.

A great attitude - you'll need to be determined, proactive, and flexible to changes in workload and demands on your time.

IT literate - You will use some of our specialist systems, such as CIS, Merlin, CRM, Vistec, Temetra, MGJV, ECM, BPMS, ECM, Impact 360, on top of elements of MS Office, but you'll need the ability to pick up new software quickly.

Thames Water information and salary details

This role reports into a Team Manager within the Billing Team based in Swindon. This role is offering a salary of £18,700, and working hours are 36 per week, Monday to Saturday, between the hours of 8:00 am to 8:00 pm (on a rotating shift pattern) and on a Saturday between the hours of 8:00am to 6:00pm (on a rota basis). Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year. Thames Water is an equal opportunities employer; please help us maintain this by ensuring you omit your date of birth from your CV. Applications for each vacancy are considered in isolation and short listing is always based on how closely applications match the role profile for each vacancy.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 23/11/2018.

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