Bill to Cash Operations Associate

Recruiter: Gunjan Chhabra

Hiring Manager: Paroma Mitra

Career Grade: F

Internal Closing Date: 28th May 2026

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

About the role

The Finance Associate 3 supports the Group/Business Units across a wide range of routine finance activities, applying financial acumen and existing procedures to help meet business priorities.

Your role is key to the success of our business unit. You will play an important part of a team.

You will carry out a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers. You will perform daily, weekly and monthly tasks to a high standard to ensure operational delivery against SLAs, and you will provide regular input into key KPIs.

You will build on experience within your domain and offer good support to team leaders and the GBS management community. You will be offered opportunities to develop both professionally and personally.

What you’ll be doing

• The role involves post billing reconciliation of billed customers through the BT network
• Invoicing and supporting activities related to billing systems
• Also at the same time, analyze the process, identify the process gaps, and try streamlining it. Support and participate in process improvement opportunities
• To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
• Performing a range of operational processes delivering against key measures that support our business objectives, our stakeholders and most importantly our customers
• Executing daily, weekly and monthly tasks to ensure operational delivery
• Responsible for workflow activities of all requests and manage enquiries to completion
• When dealing with customers (internal or external) aspire to deliver an excellent customer experience
• Supporting team leaders and GBS management with your domain expertise offering advice and guidance where appropriate
• Understand and follow relevant and appropriate legal, regulatory and compliance guidance including audit documentation, seeking support if needed
• Adhere to relevant shift patterns and break schedules
• Take responsibility for personal development and drive own performance

Essential Skills / Experience

• Strong/fluent business English communication skills (oral and writing)
• Proficient in dealing with information requests, potential disputes, and complaint scenarios
• Ability to work in a fast paced highly productive team, meeting both productivity and quality targets.
• Business writing skills and good problem-solving skills
• Good cross-cultural awareness to be able to effectively communicate with UK customers
• Good self-management (Attendance/Break Management/AHT/ Wrap/Adherence/Shifts)
• PC literate with good system navigation skills
• Possess a keen eye for attention to details
• Good problem solving and analytical skills
• A willingness to continually challenge, help to evolve and improve enquiry/dispute scenarios
• Strong financial acumen/understanding in dealing with account/invoice reconciliations and financial transactions.
• Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders
• Logical reasoning and time management skills
• Proficient in range of Microsoft office software, Excel, Outlook, Teams, PowerPoint, Word, SharePoint etc.

Desirable Skills / Experience

• Background and experience in Customer service, most preferably credit management and resolution of customer enquiries/complaints
• Exposure to L2C cycle – Change management, billing environment and cash application will be preferred
• Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders
• Logical reasoning and time management skills
• Proficient in MS Office (Outlook/ Word/ Excel)
• Graduate in any stream (Commerce graduate preferred for payments services)
• Experience of working in corporate customer facing roles with high quality call standard/monitoring in place.
• Experience of dealing with inbound customer call contacts or eCHATs and subsequent interaction/ resolution updates are required