Customer Service Advisor - Billing

Giacom; Nelson; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave + birthday off

Pension plan

Complimentary refreshments

Learning and development opportunities

No dress code

Job summary

Giacom in Nelson, England, is expanding and has two open requirements for Customer Service Advisors to join a new Billing Services team on 12 Month Fixed Term Contracts. You’ll produce and validate bills, resolve billing issues, manage credits, and liaise with resellers and internal teams to ensure SLA targets and timely monthly bill runs, with some evening or weekend work possible.

The role emphasizes accuracy with large data sets, learning billing platforms, and clear communication with

Qualifications

• Experience in working with large data sets.
• Aptitude to learn billing platforms & processes
• Keen eye for detail, analytical and tenacious in identifying root causes and implementing solutions.
• Good communicator, able to build and develop effective relationships
• Independent self-starter and flexible team player.
• Strong planning skills and ability to process information logically.
• Strong IT skills including Excel, and other data sources
• Customer service experience, particularly in a billing or invoicing context.

Responsibilities

• Produce and validate bills to ensure accuracy and timing.
• Utilise billing systems to assist in resolving customer issues to highest standard.
• Take full ownership of customer issues seeing through to resolution within specified timeframe, approach to be tailored to the specific audience but must be able to handle phone calls, emails, and potential face to face meetings with Resellers.
• Manage and coordinate customer credits, before acquiring sign off from someone with the requisite seniority.
• Be involved in team meetings as required.
• Liaise with other departments where required to resolve client issues and manage performance.
• Recommend, influence and drive through appropriate changes to the billing process.
• Work effectively with other staff to ensure departmental objectives are achieved
• Create and maintain products/tariff/discounts
• Proactively participate in the delivery of the monthly bill runs
• Some roles may involve Evening / Weekend work
• Pick up any calls billing process tasks when required.
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet

Skills

Data analysis

Billing systems

Attention to detail

Relationship building

Independent worker

Planning skills

Excel

Customer service

Tools

Billing software

Job description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We are expanding, we have 2 open requirements for customer service advisors to join a new team in Nelson, focusing on Billing Services

Please note, these roles are offered initially on 12 Month Fixed Term Contracts.

As part of the Billing Team we aim to deliver excellent customer service and resolution of billing related queries as well as ensuring month end invoices are delivered in a timely fashion each month. You will provide excellent and proactive customer service to resellers, account managers and internal teams and ensure that all queries are resolved to SLA.

What you'll be doing:

• Produce and validate bills to ensure compliance targets are achieved for accuracy and timing.

• Utilise skills and knowledge of Billing systems to assist in resolving customer issues to highest standard.

• Take full ownership of customer issues seeing through to resolution within specified timeframe, approach to be tailored to the specific audience but must be able to handle phone calls, emails, and potential face to face meetings with Resellers.

• Manage and coordinate customer credits, before acquiring sign off from someone with the requisite seniority.

• Be involved in team meetings as required.

• Liaise with other departments where required to resolve client issues and manage performance.

• Recommend, influence and drive through appropriate changes to the billing process.

• Work effectively with other staff to ensure departmental objectives are achieved

• Create and maintain products/tariff/discounts

• Proactively participate in the delivery of the monthly bill runs

• Some roles may involve Evening / Weekend work

• Pick up any calls billing process tasks when required.

• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet

Skills & Experience Required

• Experience in working with large data sets.

• Aptitude to learn billing platforms & processes

• Keen eye for detail, analytical and tenacious in identifying root causes and implementing solutions.

• Good communicator, able to build and develop effective relationships

• Independent self-starter and flexible team player.

• Strong planning skills and ability to process information logically.

• Strong IT skills including Excel, and other data sources

• Customer service experience, particularly in a billing or invoicing context.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.

• No dress code - embrace the freedom to bring your whole self to work.

• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!

• A pension plan for your future.

• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.