Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible. FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to. The Role The Customer Billing department is responsible for providing a first class service to a mixture of residential and business customers. You will work as part of a team tasked with reducing debtor levels whilst ensuring that their account and billing enquiries are resolved in a timely and professional manner. The key focus of the role is to respond to a wide array of billing and payment enquiries while promoting a positive and professional image of yourself and Zen Internet. Personal ownership and a pro-active approach are essential to ensure a prompt turnaround of customer queries whilst maintaining service excellence. What You'll Do Processing a range of customer payments using a variety of methods Contacting customers both residential and business to obtain payments by telephone Managing customers' accounts maximising sales whilst miminising bad debt Account consolidations Providing bespoke Billing Solutions Answering incoming telephone calls and ensure appropriate action is taken relative to each call Liaising with internal departments, such as Customer Services & Sales to ensure that all relevant departments/individuals are aware of (potential) issues which require resolution. Maintaining accurate customer account records Working to exceed customer expectations within required time scales Responding to all email requests within the agreed timescale Supporting other team members as and when required Adhering to the Data Protection Act of 1998 Adhering to ISO compliance Using initiative and resourcefulness to resolve customer queries Ad hoc duties as and when required What You'll Bring Demonstrates a high level of numeracy and literacy skills Excellent attention to detail Excellent Customer Service skills with a high standard of written and verbal communication Ability to process information accurately Able to demonstrate patience and confidence when dealing with customer enquiries and complaints Willing to go the 'extra mile', views customer excellence as a personal objective Takes own responsibilities seriously, whilst enjoying working as part of a team Strong analytical and problem solving skills Adaptable and comfortable with varying tasks Proven track record of working effectively as part of a Sales Ledger Team, working to and achieving results in line with targets and deadlines Awareness of accounting systems/processes Ability to 'think on your feet,' with evidence of turning a potentially negative situation into a positive conclusion for the organisation Ability to plan, prioritise and organise own workload and meet tight deadlines with minimal supervision The ability to work under pressure AAT Qualification an advantage Benefits 2 x Life Assurance Cover, with option to flex upwards 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more. Access to private Medical Healthcare and a Healthcare Cash Plan An extra day off for your birthday Car salary sacrifice scheme Continuous learning and development Discounted Mobile plans Flexible and Hybrid working Free onsite parking Internal coaching and mentoring opportunities Onsite Contemplation and Prayer room Onsite Electric Car Charging points Optional flexible critical illness cover People-friendly policies Recognition awards where we celebrate the most awesome people Retail discounts Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution Six monthly salary reviews Subsidised Nursery fees Subsidised Onsite Restaurant Superfast Free Reliable Broadband Travel Loan and Ride2Work Schemes Two days' paid leave per year for voluntary work