Bill to Cash UK Enquiries

Job Description

Job Req ID: 59060

Closing Date: 4th June

Location: Manchester

About the role;

Acting as an EE Enquiries Advisor in the Managed Collections and Enquiries teams, you will be responsible for liaising with customers to resolve enquiries, secure payments and deliver an outstanding customer experience.

You will be targeted against KPI’s pertinent to the team. Quality will be measured though checks completed on telephone calls with customers, enquiries resolved through manager checks and Medallia surveys completed by your customers.

What you’ll be doing;

• Taking the necessary steps to ensure dispute and resolution against cases assigned to you whilst maintaining a brilliant customer experience & securing payment upon enquiry resolution.
• Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that full or part payment is received.
• Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.
• Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
• Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience.

Essential skills/experience;

• Proficiency in Microsoft Office applications including Excel, Outlook, and Word.
• Strong problem-solving, negotiation, and decision-making skills.
• Excellent communication skills with the ability to manage customer interactions via phone and email.

Desirable skills/experience:

• Ability to manage multiple inquiries efficiently and work to resolution targets.
• Comfortable working in a team environment with a focus on delivering outstanding customer service.
• Previous experience in customer service or billing inquiries, preferably within BT or EE.

Our package;

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

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.