Job Title: Customer Billing Co-Ordinator

Location: Telford – Midlands (office based)

Salary: £24,000 to £26,000 DOE

Reporting to: Customer Billing Team Leader

Position type: Permanent – full time.

Hours: 37.5 hours per week
 

Introduction:

Here at Enreach we’re all about communication. As a provider of cloud phone systems, broadband, mobile and IT, we help thousands of businesses to communicate with their colleagues and customers, making business technology, connectivity, and productivity integration easy for organisations as they grow.

As part of the wider European Enreach Group, we have over 1,100 colleagues across Europe and provide leading solutions to businesses of all shapes and sizes. As a leading telecoms provider, our customers are at the heart of everything we do, and we’re looking for the right person to join us as part of our growing team.

An exciting opportunity has arisen in our customer service team and we’re looking for the right person to join us and help us work wonders.

The Role:

We are currently seeking a highly motivated and customer-focused individual to join our Customer Service team as a Customer Billing Coordinator.

Our Customer Service team are a business-critical front-line team who offer a wide scope of support to our customers. As part of the Billing and Credit Control team, you will be responsible for our second line customer billing queries, aged debt investigations. You will also be responsible for billing complaints support from investigation through to resolution and supporting the wider team with credit control when necessary.

As a Customer Billing Coordinator, you will be responsible for the administration of a variety of billing-related tickets for customers, undertaking both inbound and outbound calls as second line billing support from our Customer Service co-ordinators, rectifying tickets relating to billing issues and queries, and working with a variety of key stakeholders including finance, credit control, and our customer retention.

Key Responsibilities:

• Billing Escalations. Serve as the second line of support for billing-related issues and complex enquiries from customers, internal teams, or the first line customer service coordinators. Investigate and resolve escalated billing disputes, discrepancies, and complaints.
• Collaborate with other internal departments to troubleshoot and resolve billing system-related problems, ensuring accurate and timely billing processes.
• Develop and maintain documentation of billing processes, procedures, and
• Provide guidance to first line customer service coordinators and other relevant teams on billing queries, best practices, and troubleshooting.
• Support the Billing and Credit Control Team Leader in the analysis of billing reporting and reconciliation reports, to deliver on key performance indicators (KPIs), and metrics.
• Collaborate with cross-functional teams such as Finance, Customer Service, Sales, and Commercial Delivery, to address billing-related issues, improve processes, and enhance customer satisfaction. Coordinate with these teams to implement changes or updates impacting billing operations.
• Billing Dispute Resolution: Investigate and resolve complex billing disputes, discrepancies, and inquiries from customers, ensuring timely and accurate resolution. Communicate with customers, internal teams, and suppliers to gather necessary information and documentation for dispute resolution.
• Maintain accurate customer records and update our systems accordingly.

• Maintain a good understanding of all products across the Enreach product and services portfolio through ongoing training.
• Assist with direct debit tasks, such as cancellation, rejection and adding to customers’ accounts.
• Assist with credit control when needed, this will involve contacting customers to collect debt.

Who we’re looking for:

• Previous Billing experience in a business-to-business environment. (Experience in telecoms is advantageous but isn’t a deal breaker).
• Experience with Credit Control is advantageous, but not essential.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers, team members, and cross-functional stakeholders.
• Strong problem-solving skills, with the ability to handle customer queries, complex problems, and complaints.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Good time keeping and organisational skills.
• Great attitude and discipline.
• Willing to learn new skills and adapt.
• Customer focussed.
• Willing to help and assist wherever needed.
• Microsoft office experience.

What’s in it for me?

• 23 days holiday (more for long service), plus your birthday off
• Early finish on a Friday (on a rota basis)
• Pension, healthcare scheme and life cover
• Perkbox – access to hundreds of discounts
• Holiday Purchasing Scheme
• The ability to develop and progress your career, and full on the job training
• Strong social ethos
• Part of a high growth and very exciting European wide group, that prides itself on innovation, collaboration and strong customer focus.