Role: Billing Customer Experience Analyst
Location: Guiseley, Leeds (Hybrid working)
Salary: £25,000
Fantastic Hours: Mon - Fri, 9am - 5pm
The task at hand:
Join our dynamic team at Onecom and play a pivotal role in ensuring exceptional customer satisfaction through accurate, timely, and reconcilable billing. As a Billing Customer Experience Analyst, you'll be responsible for managing customer billing transactions, resolving queries, and driving process improvements.
Key Responsibilities:
Process customer billing movements, including moves, adds, changes, deletes
Improve billing system efficiency through process optimisation and data entry accuracy
Maintain product catalogs and ensure synchronisation with our CRM Salesforce
Embrace automation and scalable processes
Resolve customer billing issues and track query resolution
Promote customer self-service through help guides and proactive communication
Understand and implement customer-specific billing requirements
Conduct billing health reviews to enhance customer experience and identify sales opportunities
Create and implement reporting templates for internal and external use
Support Total Metering and Billing System (TMBS) compliance
Contribute to team training and development
Participate in performance reviews and objective setting
Ideal Candidate:
Telecoms experience, preferably on the aBILLity platform
Management/leadership experience
Proven process improvement skills
Strong attention to detail and accuracy
Demonstrated understanding of call data records
Excellent IT skills, including proficiency in Excel, Word, and CRM systems
Logical and structured approach to work
Self-motivated and proactive attitude
Commitment to professional and personal development
Exceptional data input, analysis, and reporting skills
Effective communication skills
Problem-solving abilities
Team player
Positive and "can-do" attitude.
Onecom Perks and Benefits:
Agile working: Enabling our people to work where they work best, using our Agile Working Policy
Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
Birthday Break: Day off for your birthday, during your birthday month
MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
Pension: We offer 9% combined pension contribution
Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption
Rewards: Quarterly employee reward programme and annual awards
Discounts: Discounts on tech
Referral Incentive: You’ll receive a bonus for each successful friend or family member you refer
Socials: Work hard and play hard with our all-expenses paid company events and parties
Foundation: Get involved in fundraising activities and events for our Charity partners
Academy: Limitless professional development with access to our in-house training academy
Who we are
Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.
Equity, Diversity & Inclusion
Onecom wants to meet the aims and commitments set out in our Equal Opportunities Policy. This includes not discriminating under the Equality Act 2010 and building an accurate understanding of the make-up of our talent pools in encouraging equity, diversity and inclusion. We ask candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and the data gathered will be used to inform our future initiatives.
Notice to Recruitment Agencies
Onecom operates a direct sourcing model and does not accept speculative CVs