Billing Operations Specialist

Job Description

Are you detail-oriented and passionate about the impact of accurate billing? We're seeking a Billing Operations Specialist to contribute directly to our mission of providing exceptional customer experience and driving healthy revenue.

Reporting to the Billing & Payments Manager, you'll manage key billing processes, including exception handling and data quality investigations. You'll be a crucial point of contact for our Account Health, Home & Small Business, and Debt Recovery teams, providing specialist support and ensuring they have the resources they need. This collaborative role also involves contributing to projects, compliance, training initiatives, and the ongoing evolution of our billing tools and reporting capabilities.

Responsibilities

• Billing accuracy & timeliness: Use internal reports to identify and resolve billing exceptions to ensure that bills are accurate and issued on time.
• Unbilled account analysis: Analyse unbilled accounts to diagnose and resolve issues, working closely with other teams where necessary to expedite bill production.
• System issue identification & resolution: Highlight system errors and trends which may lead to a negative customer experience, and work with Managers, Specialists, and system providers towards resolutions.
• Process & tool improvement: Identify opportunities to improve our processes and tools to prevent delays and issues with billing.
• Specialist support to customer teams: Support customer facing colleagues by providing specialist knowledge to resolve queries and issues.
• Customer support: Direct customer contact at times, to clarify complex queries based on complex billing activity.

What you'll need to succeed

We're looking for a detail-oriented and proactive Billing Operations Specialist with strong numerate skills to deliver accurate billing in a compliance-driven environment. You'll investigate issues, analyse data using Excel and other tools, and contribute to process improvements. Strong problem-solving skills and the ability to work independently and collaboratively are essential.

You will have excellent attention to detail and understand the importance of producing accurate bills not just for our customers but also for our business's revenue streams and reputation. You will understand the compliance driven nature of the energy industry and the part the billing team plays in meeting our regulatory obligations.

Essentials

• Sector experience: Prior experience within the energy sector.
• Energy & billing expertise: Strong understanding of Supplier License conditions related to core billing, and broader energy industry knowledge (e.g., metering).
• Data literate & tech savvy: You're comfortable with data, numerate, and proficient with data tools, Microsoft Suite (including Excel), and CRM systems.
• Quick learner & detail-oriented: You're eager to build on your knowledge, learn key industry processes, and possess a keen eye for detail.
• Problem solver & collaborator: You're inquisitive, enjoy solving complex problems (considering customer impact), and are a strong team player.
• Excellent communicator: You have exceptional verbal and written communication skills.
• Commercially aware thinker: You'll understand how actions influence cost, revenue, and customer outcomes, and uses that insight to make balanced decisions.
• Collaborative team player: Building strong relationships, communicating clearly, and contributing positively to a supportive team culture.

Desirables

• Technical data skills: Beginner-level proficiency in SQL and Power BI.
• Business operations acumen: You understand the crucial link between accurate billing and business revenue.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

• 🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
• 🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

🎁 5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.