Billing Team Lead

7 months ago

Derry, United Kingdom Budget Energy Full time

**Who we are**:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as a business and is now also a leading supplier of Natural Gas and Electricity in both residential and commercial markets. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series

Flogas head office is based in Drogheda, Louth and over the past number of years, acquired two businesses - Budget Energy, based in Derry and Flogas Enterprise, based in Dublin. As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

**Why work with us?**

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

**Benefits**:

- Competitive Salary
- Staff discounts
- Health and Wellbeing Supports
- Learning and Development
- Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

**About the role**:
**Main areas of responsibilities**
- The post holder must have a hands-on approach across all operational areas, taking responsibility for day-to-day projects and activities.
- Train and develop the billing team.
- Monitor and manage team performance using a variety of tools/methods; interpreting reports, monitoring customer interaction, checking the quality of any output (interaction & process driven).
- Provide effective and consistent communication in the team, encourage feedback and customer insight to enhance the customer experience.
- Ensures service targets are met, KPIs are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
- Ensures direct reports adhere to industry specific licence conditions and other relevant regulatory requirements.
- Elevate the billing team systems, processes, and people in readiness for companywide system transformation.

**The post holder will ensure**:

- New level pay customer acquisitions are successfully onboarding.
- Customer complaints are managed in a timely manner and in line with codes of practice.
- Agents receive timely and appropriate feedback on the quality of their work.
- 121s are completed on a regular basis.
- Quality of customer interaction is maintained to the required standard.
- Customer facing staff adhere to all codes of practice and remain compliant in line with regulatory requirements.
- Resolution of system generated/mailbox work items within 48-72 hours.

At least 2 years' experience in a team lead / management role in a billing area in the energy sector or other regulated environment with sound knowledge of the billing/ invoicing process. Ideally educated to A-levels standard.

**Role specific (technical) knowledge / skills**:
A leader with exceptional communication skills who is highly analytical and demonstrates accuracy and attention to detail in their work. You will be customer service focused and driven by results with a strong sense of urgency who can build trusted relationships.

You will be conversant in Microsoft Office and possess good IT skills and possess the ability to work well under pressure in a busy environment

**Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

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