You will be a member of the Asset Performance and Operations team & report to the Customer Operations Manager. This role is central in ensuring our client delivers market-leading customer service to our customers, resulting in excellent customer satisfaction.
Supported by the Customer Operations Manager and working closely with the Delivery team and our service partners, you will work to deliver successful onboarding of new metering points and revenue and cost validation in line with our Customer Experience framework, and ensure we are fully compliant with regulations and standards that apply.
We are looking for an individual passionate about customer service and motivated to set a new standard of service in a small but rapidly growing market. You will be thoroughly committed to delivering for customers, ensuring their needs are considered in all decisions and processes.
KEY RESPONSIBILITIES / DUTIES
- Ensuring new connections and customers are onboarded on the CRM in a timely manner ensuring the meter points are generated and uploaded to the metering and billing platforms.
- Co-ordinate onboarding of new sites and customers with our service partners and clients.
- Validation of monthly heat bills against service level agreements (SLAs) including, metering, billing and payment collection.
- Weekly validation of payments received from customers and payments provider invoicing ensuring clear reporting of revenue and costs
- Collating data and assisting the business control team with financial audits.
- Management of customer systems, reporting and supporting on customer communications on metering and billing matters
- Compilation of data for Heat Trust and Ofgem reporting.
- Supporting the Customer Operations Manager on collation of performance metrics and monthly reporting on key financial metrics, including debt and complaints.
- Compiling and validating financial inputs required as part of the monthly reporting cycle and engaging with other stakeholders in the business including business control unit to process end of the month financial transactions.
- Supporting the customer experience team with customer engagement events.
KNOWLEDGE AND SKILLS
We are looking for an engaged and motivated individual who takes the initiative, can manage their own workload, and prioritise tasks accordingly. You will be proactive in your approach and will enjoy taking ownership of your role and able to engage quickly with people and build relationships. You will enjoy interacting and engaging with others.
As this is a fast-paced and entrepreneurial team you will be comfortable working both in this kind of dynamic environment but also able to function in a large business with established processes and governance.
You will have:
- Knowledge of a consumer services sector (utilities, communications, banking) and consumer protection regulation.
- Knowledge of metering & billing platforms.
- It would be desirable to have working knowledge of the district heating sector.
- Considerable working knowledge of customer relationship management (CRM) tools and high comfort level with digital technology
- Excellent verbal and written communication skills and financial acumen.
- Excellent organisational skills and ability to prioritise and manage conflicting deadlines to ensure priorities are delivered
- It is highly desirable to have strong Excel skills as the role will involve interrogating data.
- Approachable, helpful, and friendly personality that brings positivity to the work environment
QUALIFICATIONS AND EXPERIENCE
- 2-3 years experience working within a consumer services sector (utilities, communications, banking).
- Experience running multiple projects and programs, with the ability to balance commitments and priorities.
- Fast learner with great attention to detail and high level of accuracy.
- Proficient in excel.
This role does offer a flexible, hybrid approach, ideally with 50% of the working week being based at our client's central London office.
For more information on this excellent temporary opportunity with our prestigious client please contact the recruitment team on or apply online & we will get back to you
Should you require any support or assistance, please contact your local Gi Group office.
Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Kelly Services (UK) Limited are acting as an Employment Business in relation to this role.
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