About the role
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
As a Billing Inquiries Advisor, you will act as a key point of contact within the Managed Collections Inquiries Team. You will be responsible for liaising with customers to resolve enquiries, secure payments and deliver an outstanding customer experience.
You will liaise with customers to resolve their billing questions, coordinating with internal EE teams to address issues, and ensuring timely resolution to support payment collection. Your role will involve managing inquiries from receipt through to resolution, maintaining clear communication with customers, and meeting key performance indicators related to quality and cycle time. You will be targeted against KPI’s pertinent to the team. Quality will be measured though checks completed on telephone calls with customers, enquiries resolved through manager checks and Medallia surveys completed by your customers.
This position operates Monday to Friday with flexible start times between 8 am and 9 am, based at New Bailey with a hybrid working arrangement.
You'll have the following responsibilities
1. Taking the necessary steps to ensure dispute and resolution against cases assigned to you whilst maintaining a brilliant customer experience & securing payment upon enquiry resolution.
2. Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that full or part payment is received.
3. Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.
4. Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
5. Escalating where delays are being experienced in resolving customer issues
Key skills & experience we're looking for
6. Previous experience in customer service or billing inquiries, preferably within BT or EE.
7. Proficiency in Microsoft Office applications including Excel, Outlook, and Word.
8. Strong problem-solving, negotiation, and decision-making skills.
9. Excellent communication skills with the ability to manage customer interactions via phone and email.
10. Ability to manage multiple inquiries efficiently and work to resolution targets.
11. Comfortable working in a team environment with a focus on delivering outstanding customer service.
Benefits
12. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
13. From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
14. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
15. 22 days annual leave (not including bank holidays), increasing with service
16. 24/7 private virtual GP appointments for UK colleagues
17. 2 weeks carer’s leave
18. World-class training and development opportunities
19. Option to join BT Shares Saving schemes.