Billing Administrator

About Bristol Energy Bristol Energy is a sustainable energy company built with social value at its heart, where: Everyone has access to fair, transparent tariffs and great customer service We invest in our local communities, with around £5m of social value going back into Bristol in 2018 Locally generated renewables support the regional economy, creating sustainable energy for future generations We have exciting plans ahead as we continue to work in partnership with Bristol City Council to be a different kind of energy provider; one which focuses on driving profit for a purpose. We are committed to supporting Bristol to hit ambitious social and environmental goals including to become carbon neutral by 2030, as part of the City Leap programme. Since our launch in 2015, we have invested over £12million of social value back into our home city of Bristol and have reached our 100,000 customer milestone. We supply iconic Bristol businesses including Bristol City Council, We The Curious, Bristol Zoological Gardens and SS Great Britain, our strategy over the next year is to continue our laser focus on growing our number of business and residential customers locally, whilst maintaining our national customers. We’re looking for purposeful, brave and curious people who want to be connected with the energy sector and our local community, helping to shape a new industry model and deliver a legacy for the people of Bristol and beyond. 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, 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 the email address provided with the job title in the subject field.