Our client is looking an experienced Settlement Specialist to join their team on a temporary basis for initially 3 months with a possibility of going permanent. The role offers hybrid and flexible working and a competitive hourly rate.
The Settlement Specialist will be responsible for supporting the Revenue Manager in all revenue billing and assurance activities. The accuracy of the monthly settlements report is key to an exceptional retailer and customer experience. You will be responsible for ensuring that any revenue variations are fully understood and that any data inaccuracies are prioritised with the appropriate data owner. This role will be responsible for ensuring that retailer data inaccuracies are identified and resolved in a timely manner ensuring that revenue is recovered within the regular settlement timeline. Accuracy and efficacy are key attributes of this role ensuring a right first-time mindset, the role holder will also ensure that they contribute to the continuous improvement of our policies, procedures, and data management strategy. This role requires dynamic problem-solving driving for upper quartile R-Mex, OPS and MPS performance.
In this role your responsibilities will be:
- Respond to retailer and customer contacts through all contact channels.
- Engage with NHH customers directly to improve E2E customer service experience.
- Undertake two-way communications with retailers and customers to ensure that queries are resolved in a timely manner.
- Process manual calculations of settlement charges for credit and debits following adjustment in Wholesale charges.
- To ensure all data transaction activity is updated to ensure its accuracy is in line with key regulatory and compliance requirements and performance costs are minimised.
- Using bespoke databases to manage Customer/Retailer information to ensure accurate records are kept up to date for incident management.
- Ensure that actions impacting revenue are fully understood by retailers and customers prior to updates being made.
- Ensure all information provided to retailers and customers is accurate and of the highest standard to minimise further disputes or escalations.
- Assess proactive requests from teams across Severn Trent for wholesale-initiated activity progressing these in line with the Market codes.
- Working towards upper quartile performance in our market and customer metrics including Operational performance Standards (OPS) and Market Performance Standards (MPS) Retailer Measure of Experience (R-Mex) customer complaints
- Provide regular feedback to Severn Trent business areas and Retailers to help improve staff knowledge and processes. Identifying and making recommendations for procedure or Market code changes and implementing continuous improvements in bilateral processes
- Identify data inaccuracies that are creating gaps in our revenue in settlement reports
- Liaise with the appropriate data owner to prioritise corrections.
- Ensure that all key stakeholders are informed about revenue/consumption impacting market changes that may have a significant impact on long term revenue forecasts.
- Advise the wholesale business on data improvement requirements to drive improvement in settlement accuracy.
- Resolves queries and/or ensures that these are properly and promptly resolved.
Key Experience needed:
- Excellent verbal and written communication skills including experience in letter/email writing to a high standard.
- Ability to make the complex simple.
- Working as part of a team in a pressured environment with time critical targets and KPI's
- Handling complex queries with various internal and external teams.
- Knowledge of STW systems - including the use of SAP (CRM / ECC) CMOS and SWIM pool
- Excellent knowledge of NHH business rules and processes
- Regulated environment experience.
- Understand how NHH customer data impacts the rest of the business.
- A continuous improvement mindset driving to evolve the NHH market service offering.
- Excellent communications skills and experience of working with multiple internal stakeholders.