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Location

Greater Manchester | United Kingdom

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Job description

Billing and Collections Senior Treatment Analyst page is loaded

Billing and Collections Senior Treatment Analyst

Apply locations Salford Quays, Manchester time type Full time posted on Posted Yesterday job requisition id R0011001

Billing & Collections Analyst

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

 
This role works within the Bill and Collections Operations team and is the key link between assurance operations, Operations and Change. They will support all billing related incidents, representing the team, working across functions, and providing detailed complex workarounds for the billing assurance team to complete to ensure that billing, payment and collections processes are accurate and to ensure the team is working efficiently as possible.
The role will also be responsible for tracking and progressing all risks, issues and treatment concerns within the team. Ensuring manual workarounds are kept to a minimum, root cause of issues are identified and system changes are progressed.

 

Your responsibilities

• Support the Treatment Manager to co-ordinate with the Major Incident Management team, (inc weekends and evenings as and when required) providing billing expertise and ensuring the wider Billing area is aware of any impact
• Represent Billing and Collect in daily calls, project meetings and incident calls; support providing department updates in a concise manner and pro-actively identify causes of concern.
• Complete detailed analysis and identify the root cause of issues to be able to identify changes needed to processes and/or the system including running reports and/or specifying reports needed to the Data Manager and Lead, working closely with the change team to schedule changes needed
• Maintain the defect and ticket tracker to ensure customer and revenue impacting issues are prioritised
• To document and provide workarounds for the assurance team to ensure bill, pay and collections processes are accurate
• Provide a knowledge point for billing analysts and the billing assurance manager to support incident workarounds
• Work with the Treatment Manager (Bill & Collect Ops) to ensure any workarounds are in place for customers who have the potential to overbill ensuring we are compliant with Ofcom Meter and Billing regulations.
• Assist the assurance team by overseeing manual workarounds and work with other Improvement Managers, Product Managers and Change to schedule more automated fixes / improvements into the key system(s)
• Work closely with the Continuous Improvement Managers to support any change in processes
• Work with large datasets, with a focused intent on improvement for the customer.
• Have a working understanding of databases and SQL as a minimum, with an understanding of Azure and PowerBI preferable.
• Contribute to the attainment of departmental KPIs and objectives – including NPS, CTS, Complaints and STP

To be successful in the role

Essential:

• Strong relationship building and management.
• Ability to deal with multiple priorities.
• Strong written and verbal communication skills
• SQL experience

Desirable:

• Telecommunications experience
• Customer Service Experience

W hat can we offer you ?

• Free TalkTalk broadband for all employees!
• Electric car charging points available at our HQ.

Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.

• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Billing & Collections Analyst role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

About Us

We’re on a mission to bring simple, affordable, reliable and fair connectivity to everyone. We believe every customer matters, so we’ve been challenging the status quo from the word go to change things for the better.

We’ve created a working environment where you can be yourself and give your all whether that be from your front room or the boardroom. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas and deliver great results for our customers.

It won’t always be easy, but it’s always exciting. There are great opportunities for you, and our business, if you’re ready to stand for something

#J-18808-Ljbffr

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Salary