Customer Care Advisor

7 days ago

Cardiff, United Kingdom CV-Library Full time

Billing Advisor – £24,000 – Cardiff (Hybrid)
Ogi is a leading Welsh telco with big ambitions. We’re a network builder and operator bringing full-fibre services to communities across South Wales. Our Ogi Pro brand provides everything from telephony to managed IT services, alongside our high-capacity wholesale network that spans the M4 corridor.

Backed by multimillion-pound private investment, we’re proud to be an employer of choice in Wales, creating hundreds of jobs across four offices. Join a purpose-driven team with a culture rooted in innovation that’s shaping Wales’s digital future

We’re looking for a Billing Advisor to join our team, providing outstanding service and support to ensure our customers’ billing experiences are smooth and transparent.

About you…
If you have a strong background in customer care, credit or billing, excellent admin skills, and a knack for navigating challenging conversations with empathy and professionalism, this could be a great next step for you

You might come from a finance, customer service, or administrative background, but what’s most important is your attention to detail, ability to follow structured processes and a customer-first attitude.

At Ogi, we’re passionate about connecting communities and driving digital transformation in Wales – and we want you to grow with us Joining our team means you’ll be supported to develop your skills, tackle exciting challenges, and explore progression opportunities in a growing, purpose-driven company.

We’re especially interested in candidates who:
* Have experience managing billing or credit processes, ensuring accuracy and efficiency.
* Can handle complex customer queries or disputes, maintaining a calm and positive approach.
* Bring strong admin skills, with the ability to maintain accurate records and follow structured processes.
* Demonstrate exceptional written and verbal communication skills.
* Show resilience and empathy when dealing with difficult conversations.
* Have experience managing customer debt and overdue payments.
* Speak Welsh (a bonus but not required).

This is a full-time role with a rotating shift pattern between 8-6, including occasional weekends.

What you’ll be doing…
As a Billing Advisor at Ogi, you’ll play a key role in ensuring our customers receive exceptional service when it comes to their accounts. Working closely with the wider team, you’ll help streamline billing processes, resolve issues efficiently, and ensure customers feel supported at every step.

Your role will be hands-on, varied, and offer opportunities to grow your expertise in customer service, billing, and credit management in the ever-evolving telecoms industry. You’ll be part of a passionate, supportive company that’s creating lasting connections and making a real difference in Wales.

Some of your responsibilities will include:
* Managing billing queries and processes, ensuring first-time resolution where possible.
* Proactively engaging with customers to address overdue balances and manage debt recovery.
* Supporting customers in financial difficulty with empathy and understanding.
* Maintaining accurate and detailed records in line with internal processes.
* Investigating and resolving billing inconsistencies in collaboration with the wider team.
* Delivering outstanding service across multiple channels, including phone, email, and online chat.
* Contributing ideas to improve billing processes and customer communications.

This is a full-time role with a rotating shift pattern between 8-6, including occasional weekends.

Next Steps?
Please get in touch for a confidential chat. If you don't consider yourself ticking all the requirements but think you'd be a good fit for us, feel free to message us for a chat too.

By applying to this advert, you are giving Ogi the authority to hold and process your data in line with our privacy policy, which can be found on our website

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