Airtime Billing Manager
Location: Redhill
Main Purpose of Job
To own and manage all aspects of the UK monthly billing cycle including the monthly management reporting. Responsible for the UK Airtime Billing team and managing the day-to-day airtime activities and liaison with other internal and Group teams. The individual must understand the company's products and services and how that applies to the billing of services to our customers and must be able to produce and analyze airtime reports to aid the CEO, Sales Director and other colleagues. To act as NIBS, INSIGHT provisioning and airtime third-party systems subject matter expert to ensure all billing and provisioning requests are resolved for both internal and external customers. To support and help other Group airtime teams as required to ensure that Airtime processes and reporting is followed across all groups.
Key Tasks
Your prime responsibilities will be to:
1. Management of NIBS and third-party systems information relevant to provisioning orders, customer accounts, billing profiles and rates.
2. To maintain the accuracy of the airtime billing database (NIBS).
3. Processing internal and external requests for activations, deactivations, changes of packages for all services and ensuring any Early Termination Fees are advised.
4. To understand and manage airtime processes and ensure they are performed in a timely manner.
5. Responsibility of the monthly billing cycles:
6. Ensuring all provisioning requests are configured correctly for billing the product.
7. Daily or Weekly housekeeping checks for any errors, non-processed CDRs or orders.
8. Resolving all errors prior to the products bill run.
9. Running invoice processing within the product timeframe.
10. Ensure invoice validation before approval and issuing the final invoices to the customers.
11. Dealing with queries through to resolution within a suitable timeframe.
12. To extract and present analytical reports for billing and activation purposes.
13. Ensuring the Freshdesk ticketing airtime queues and tickets are managed within the SLAs and all new tickets are allocated, categorised and the status is changed. Ensure tickets are brought to resolution in a timely manner keeping the customer updated with progress.
14. Processing customers prepay voucher sales orders, invoices and delivery of vouchers/pins.
15. Liaising with customers, suppliers and other departments to ensure processes are completed accurately and in a timely manner.
16. To provide internal and external support and training to teams for the use of NIBS (internal only) and INSIGHT provisioning and airtime modules.
17. Checking and approving incoming supplier invoices and purchase ledger activity in liaison with the finance team in a timely and accurate manner.
18. Escalation and management of complaints.
19. To be part of the wider banking team signing off and approving invoices within their Delegation of Authority procedures.
Experience/Skills/Qualifications
Mandatory
1. Team management.
2. Airtime Billing and provisioning experience, with a track record of delivering high level global customer service.
3. Experience of Telecoms billing software and/or billing processes.
4. Attention to detail is vital.
5. Ability to be proactive, ensuring problems are quickly resolved or escalated.
6. Ability to prioritise, multitask, work under pressure to tight deadlines.
7. Excellent written and verbal skills.
8. Be self-motivated with a drive to learn services offered by our client.
9. Ability to identify and investigate anomalies to point of resolution.
10. Good relationship builder.
11. Advanced level use of Excel to a high standard to create pivot tables, charts, lookup queries.
12. Intermediate use of Microsoft Word.
13. High level of computer skills.
14. A professional and flexible approach.
15. Flexible, customer focused and self-motivated and team player.
16. Willingness and ability to learn quickly.
17. Must be organised, methodical and a good multi-tasker.
Desirable
1. Knowledge of Access or SQL.
2. Experience of working in the Satcoms or Cellular sector.
3. Experience with Navision/Great Plains ERP systems.
Benefits
1. 25 days Holiday & bank holidays
2. Pension matched up to 7.5%
3. Free onsite gym (Redhill site)
4. Free onsite parking
5. Free onsite electric charging facility
6. Life Assurance (after 6-month probation)
7. Private medical (after 6-month probation)
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