What you will be doing
as our Revenue & Billing Associate: In this role, you will be part of our billing team, managing cases, handling complaints and escalations, supporting wholesale billing, and contributing to revenue and retail customer service targets. This is a unique opportunity to shape and drive key processes, generate revenue insights, and improve business performance.
We provide all the tools and support you need to grow within Thames Water and build a successful career. The ideal candidate will demonstrate exceptional customer service skills and a strong drive to meet the evolving needs of our wholesale customers.
Key accountabilities:
1. Effectively and professionally, you will communicate with our retail customers via email and telephone, providing an excellent customer experience to the required internal and external standards - always providing first class customer service.
2. Contributing to the team’s success, by demonstrating the company values, sharing knowledge with fellow associates, and developing best practice for delivering an outstanding experience to customers.
3. Carry out accurate work, with meticulous attention to detail, that complies with processes, market requirements and regulatory requirements, meeting agreed performance targets.
4. Identify opportunities to optimize best practice through minimizing operating cost and regulatory/market risk, where appropriate.
5. You may find yourself involved with analytics and investigations as part of the role and your development.
What you should bring to the role.
To thrive in this role, the essential criteria you’ll need are:
6. Excellent interpersonal and communication skills, both verbal and written, and the ability to work effectively as part of a team.
7. Strong problem-solving abilities in a customer service or customer-facing environment, including active listening and using an appropriate tone when engaging with customers.
8. Proficiency in Microsoft Office applications, particularly Word and Excel; previous customer-facing experience is highly desirable.
9. Good financial awareness with foundation to intermediate Excel skills.
10. Strong organisational skills with the ability to manage multiple workflows efficiently to meet KPIs.
11. Experience with systems such as SAP, Navision, SAP CRM, Salesforce, SharePoint, and CMOS is highly desirable.
What’s in it for you?
12. A starting salary of £26,700 per annum.
13. 24 days of holiday, increasing to 28 days with service.
14. Generous contributory pension scheme – up to 12% of company contribution.
15. Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
16. Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.