About the Role
We are seeking a detail-oriented and proactive Bureau Executive to join our Internal Bureau team. In this role, you will be directly associated with Account Managers and act as a key point of contact for their assigned customers. You will manage customer queries, track the status of bill validation performed by our external validation partner, and ensure customers receive accurate and timely information. In addition, you will monitor current and upcoming market rates, manage data across multiple systems, and maintain strong communication with both suppliers and customers.
Key Responsibilities
Customer & Account Manager Support
* Serve as the Bureau contact for customers, proactively capturing issues ahead of the client and coordinating updates with Account Managers and the external bureau team.
* Hold direct conversations with customers to answer queries, provide updates, and explain market or billing information.
* Build trusted relationships through clear, accurate, and professional communication.
Bill Validation Oversight
* Monitor and stay fully informed on the
status of bill validation
carried out by the external partner.
* Ensure customers and Account Managers are kept up to date on progress, outcomes, and any flagged discrepancies.
* Coordinate with the external validator to resolve issues or escalate where necessary.
Market Awareness & Forecasting
* Stay informed on
current market rates
and track newly announced rates (not yet live).
* Communicate potential impacts of rate changes to customers and Account Managers.
* Support decision-making with accurate, timely insights.
System Proficiency
* Work confidently across the core systems to manage customer accounts.
* Maintain accurate, consistent data across platforms to ensure smooth workflows.
Supplier & Industry Liaison
* Communicate with suppliers, DNOs, MOPs, and DC/DAs to resolve data or account issues.
* Track supplier responsiveness and escalate recurring issues as needed.
Analysis & Reporting
* Provide reports on customer consumption, costs, and validation status.
* Identify risks, opportunities, and areas requiring proactive communication.
Process Improvement
* Spot gaps or inefficiencies in bureau processes.
* Collaborate with the team to improve workflows, reporting, and communication.
Skills & Experience
* Knowledge of gas, power, or water industry processes, including supplier billing and account management.
* Experience in bureau, energy operations, or customer account support.
* Awareness of current and upcoming market rates and their impact on customer contracts.
* Strong proficiency in
Microsoft Excel
and ability to work across multiple systems.
* Excellent analytical and problem-solving skills with high attention to detail.
* Strong verbal and written communication skills, with confidence to interact directly with customers and suppliers.
* Customer service experience with a focus on professionalism and proactive updates.
* Ability to manage priorities independently while working closely with Account Managers and team members.