The role

To ensure resolution of customers queries, both internal and external, to the customer’s satisfaction in an accurate and timely manner and to ensure the processes followed are compliant with internal procedures.


  • To ensure the billing process adheres to company procedures and customer requirements.
  • To administer the process of a customer query and ensure resolution to the customer satisfaction.
  • Resolving customer queries and tickets to aid in the delivery of a seamless end to end process for the customer to meet or exceed SLAs to deliver a high level of customer (internal and external) satisfaction
  • Customer call handling to resolve queries and customer issues.
  • Process contract administration amendments.
  • To ensure readings are entered accurately to maintain correct billing.
  • To administer the credit and rebill process having gained appropriate approval.
  • To support the team leader to ensure departmental targets and objectives are met.
  • Assist in relevant projects, when required.
  • Optimum level of service to the customer.
  • Understanding of products and services.
  • Understanding of the system.
  • Being able to communicate with other countries.
  • Coordinating across numerous departments
  • Ability to deal with ‘difficult customers’, resolve conflict and confrontation.

You will need:

  • Numerate and literate
  • PC literate with good excel
  • Good written and spoken English
  • Excellent communication skills
  • Ability to accurately process data within given timescales
  • GCSE level – Grades A-C in English and Math
  • Excellent attention to detail a must
  • Must be able to prioritise and make decisions
  • Must be an effective and confident communicator (written and verbal)
  • Ability to exchange information between departments
  • Ability to prioritise and work to company deadlines
  • Proven experience in an office environment
  • Customer handling and experience of using various systems a must

Hours: 37.5 per week – Monday – Friday

Salary:  £negotiable (depending on experience)

Debbie Burbage Financial Recruitment is committed to equal opportunities and diversity.  Candidates with equivalent qualifications and more or less experience can apply. We are a member of the Recruitment and Employment Confederation (REC) and are acting as an Employment Agency in relation to this vacancy.

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