Customer Care Assistant

2 weeks ago

Antrim, United Kingdom firmus energy Full time

**firmus energy**

**Customer Care Assistant - Billing**

**Specific Purpose Role: Full Time (37.5 hours per week)**

**Salary Starting from £24,156 PA** + Bonus + Benefits**

**Ref: fe/24/17**

**_ Specific Purpose Contracts only: _**

**With over 114,000 customers between our ‘10 towns’ and Belfast markets, the future looks bright at firmus energy.**

**We pride ourselves on fostering a supportive and inclusive work environment. We offer excellent remuneration and benefits packages, comprehensive training and development programmes, and the opportunity to excel in challenging and progressive role.**

**_The role_**

Reporting to the Senior Billing Lead, the post holder will proactively support the Billing Department, specifically within the Customer Billing Team, providing first class customer care to post take on gas customers. The post holder will play a key role in billing activities, and will provide administrative support as required within the Billing Department.

**_Key Accountabilities:_**
- Demonstrating first class customer care delivered in line with company brand values, answer queries from customers and assist in resolving complaints
- Ensure domestic and commercial customers are billed accurately and on time, in line with the Codes of Practice and applicable licence requirements
- Process customer refunds, site works requests and sundry invoices
- Assist with tariff reviews
- Log and follow up on system faults ensuring errors are quickly rectified
- Provide technical support for Customer Services & Sales Departments
- Ensure data integrity is maintained within the billing system
- Set up direct debits / BACS / electronic funds transfers/ bank giro credits / customer refunds, including management of budget Direct Debits
- Rectify incorrect accounts
- Provide customers with consumption reports on request
- Processing telephone and online payments
- Assist with customer support projects as required (e.g. typing, mail shots, copying etc.)
- Undertake any additional duties as directed by the Billing Manager

**_Qualifications/Requirements_**

The post holder will demonstrate first class communication and interpersonal skills, with the ability to build and sustain good relationships across all departments. They will have excellent IT skills, and have a previous proven experience in a customer facing role within a financial environment.

**_Essential_**
- Minimum 5 passes at GCSE level Grade C or above (or equivalent) including English & Maths
- Previous experience in customer facing role in a financial environment
- Excellent IT skills with experience in manipulating data on Excel
- Strong written communication and interpersonal skills, with a proven ability to develop relationships across all departments
- Highly motivated with a positive attitude
- Ability to work on own initiative and to prioritise workload

**_ Desirable:_**
- Familiarity with customer account/billing processes
- Previous experience in a utility industry

**_
FIRMUS ENERGY IS AN EQUAL OPPORTUNITIES EMPLOYER_

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