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BT Business • Assembly, Bristol, United Kingdom

CDM Billing Specialist

Salary:  Competitive

2 days/week at home

A little flex time

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Job Description



ANNUAL LEAVE: External Candidates - 22 Days per year // Internal BT - determined by the length of BT service

Key Purpose of the Role!

The role holder is responsible for the delivery of billing, debt collection and information management support across several Defence contracts. These are some of the largest in BT and are complex, secure commercial contracts with a suite of regional volume contracts within Business M&PS.

As one of a team of three, the role holder leads on Defence bill production & MI, debt collection, quey resolution, mobilisation of new requirements and query resolution. The role holder is accountable and responsible to the Business Operations Manager, for the production of invoices, compilation and provision of Billing MI, debt collection and query resolution. Future work could include Supplier Validation, Cost validation and Contract Governance Reporting (CGR) co-ordination.

The Defence billing work can only be undertaken from the Defence secure workspace in Bristol. No other location is permitted due the secure system access and security protocols required. The role is full-time office based, weekdays only. Home working or agile working is not an option due to the security protocols

Key Responsibilities

  • The role holder must have significant Defence billing experience or knowledge of Defence Contracts from another discipline such as Service Request Management understanding the use of bespoke secure systems. Secure products and commercial contract knowledge is an advantage.
  • The Defence Billing role holder must have extensive knowledge of the various Defence billing systems and their inputs and dependencies.
  • Excellent data manipulation skills are essential for this role due the amount of data involved. Manipulation of files of c650k lines of data is required using MS Excel & MS Access to create critical MI. Be able to deliver, as demanded, complex data manipulation in order to generate appropriate internal and customer commercial management and performance information and be able to coach team members on this work.
  • The role holder is responsible for testing new billing products, developments and pricing changes. Therefore, knowledge of testing within a secure environment would be of benefit.
  • Co-ordinate the monthly Defence bill run c£25m per month, producing billing accurately and by deadline, proactively resolving issues and validating MI.
  • Internal Customer Management:- routinely liaise with internal BT functions across the MU such as commercial and finance, able to handle all customer and Internal queries; liaising with other departments both internal and external, to resolve issue and provide effective resolution of data inaccuracies in monthly MI reports
  • Customer Management: to establish and maintain excellent relationships with all relevant key external customers in respect of services the individual is responsible for within the contract. Represent Defence Billing at key forums as required.
  • Exception Handling: when identified, record, investigate and facilitate the dispute/query of any billing or billing MI through to successful communication and resolution with the customer. Identify and resolve root causes to ensure continuous improvement and enhanced customer satisfaction. Escalate any delay in resolution as appropriate. First line of escalation for team members
  • Self-manage, using own initiative to resolve problems, proactively escalating issues and potential issues as required.
  • Enhancing own skills through owning their personal continuous development
  • Process Control - to ensure that all billing & information management operating processes are on place and updated as required
  • Billing Support: To provide back –up and cover for temporary absences of other team member roles as required.
  • Coach other team members as required
  • Cover Team Manger if applicable
  • Provide SME support for internal and external audits
  • Strict adherence to all project security protocols
  • Process all billing files to standard and by deadline
  • Provide all billing stats accurately and to deadline
  • Provide ad-hoc stats, reports and support as required
  • Resolve data discrepancies accurately and in timely manner
  • Provide contingency for processes such as GUCCI, cost recovery etc.
  • Provide SME support and testing for new products, pricing and new systems/tools

Skills Required

  • Ability to work full time in Bristol Secure Defence Office
  • SC Clearance is mandatory
  • Advanced data manipulation skills
  • Able to travel and stay over in Preston for several weeks during F2F training
  • Minimum of 3 years proven experience of successfully supporting Billing/MI requirements and associated customer service within a secure billing environment
  • Willingly takes ownership of issues and is accountable for areas of responsibility and resolution of issues.
  • Takes initiative and clear understanding the business impact of the role.
  • Passion for excellence.
  • Good communication skills
  • Good influencing and negotiating skills
  • Proven ability to balance priorities and work to demanding deadlines
  • Proven experience of business debt collection delivering Year on Year efficiencies whilst improving customer service/satisfaction.
  • Ability to negotiate with end customers at a peer and management level
  • Ability to correctly prioritise issues and key deliverables.
  • Attention to detail and accuracy of information.
  • Broad understanding of BT’s products and services is essential.
  • Computer literate Microsoft Office, Excel, Access and BT systems (Glossi, Glossi CMP, BCSS)
  • Adhere to and promote the BT Values

Business Impact

Leading on Defence billing responsible for the bill production runs on Defence, mitigating the short term impact of bill delays and missed billing impacts on cash flow and GG&H results and customer satisfaction. Incorrect billing impacts on end and internal customer satisfaction and increased costs due to the rework and remedial action required.

Authority/Decision Making

Interprets policies and executes processes, working within a clearly defined framework. Defines solutions and takes considered risks Authority for financial decision within the Delegation of Authority Organises and plans own work, seeking input as appropriate to meet defined deadlines and KPIs.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.


Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.


Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom

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