Customer Service Advisor

Lorien; Reading; On-site; GBP 21,000 - 27,000; Full time

Job summary

Lorien is seeking strong customer services staff for the Unbilled team, focusing on resolving billing issues and delivering accurate, reliable bills to customers.

You will investigate discrepancies, own the resolution process, process credits/debits, and collaborate with internal teams to ensure clear communications and timely service.

Qualifications

• Experience resolving billing issues and managing customer accounts with accuracy.
• Strong problem-solving and data analysis skills.
• Excellent communication and collaboration across teams.
• Ability to work under pressure and meet deadlines.
• Experience in the Energy sector is desirable.

Responsibilities

• Investigating and resolving billing discrepancies, ensuring data aligns with internal reports.
• Acting as an internal contact for billing queries, owning the resolution process.
• Verifying and processing billing adjustments, issuing credits or debits.
• Sharing knowledge on billing practices to improve operations.
• Identifying patterns and areas for improvement.

Skills

Billing issue resolution

Attention to detail

Data analysis

Customer account management

Strong communication

Work under pressure

Energy industry experience

Job description

We are looking for strong customer services staff ideally with experience in a call centre environment. They will need to be confident when dealing with customers on the phone, resolving queries, answering questions/concerns and being a strong advocate for the client, providing excellent service.

Someone who has worked in a fast-paced environment and who has an excellent attention to detail will do well in this role. Utilities/Energy experience is desirable but not essential

As a member of our Unbilled team, you will have a key role in resolving billing issues for our customers, ensuring they receive accurate and reliable bills and excellent customer service.

You will also support internal teams by handling billing queries and providing clear resolutions.

You will

• Investigating and resolving billing discrepancies, ensuring all data is accurate and aligns with other internal reports.
• Acting as an internal point of contact for billing-related queries, owning the resolution process.
• Verifying and processing billing adjustments, issuing necessary credits or debits, and managing communication with affected customers.
• Sharing knowledge on billing practices and processes to ensure effective and efficient operations.
• Identifying patterns and areas for improvement.

You have

• Experience in resolving billing issues and managing customer accounts, with a strong focus on accuracy and attention to detail.
• Excellent problem-solving skills, with the ability to analyse data and identify discrepancies or trends.
• Strong communication skills, with the ability to effectively collaborate with different teams and explain complex information clearly.
• Ability to work well under pressure, manage multiple tasks, and meet tight deadlines.
• Experience of working within the Energy Industry would be desirable.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.