EE Enquiries & Billing Advisor

Job Description

About the role

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

As a Billing Inquiries Advisor, you will act as a key point of contact within the Managed Collections Inquiries Team. You will be responsible for liaising with customers to resolve enquiries, secure payments and deliver an outstanding customer experience.

You will liaise with customers to resolve their billing questions, coordinating with internal EE teams to address issues, and ensuring timely resolution to support payment collection. Your role will involve managing inquiries from receipt through to resolution, maintaining clear communication with customers, and meeting key performance indicators related to quality and cycle time. 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.

This position operates Monday to Friday with flexible start times between 8 am and 9 am, based at New Bailey with a hybrid working arrangement.

You'll have the following responsibilities

• 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

Key skills & experience we're looking for

• Previous experience in customer service or billing inquiries, preferably within BT or EE.
• 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.
• 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.

Benefits

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

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.