About this role, 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.
You'll have the following responsibilities The role involves pricing for the circuits and the calls that the customer makes through the BT network Invoicing and supporting activities related to billing systems Working on cash applications, a part of the accounts receivable process that applies incoming payments to the correct customer accounts and receivable invoices 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. You'll have the following skills & experience Ability to work as a member of a team in a fast paced environment
Good cross-cultural awareness to be able to effectively communicate with UK customers
Good self-management (Attendance/Break Management/Adherence/AHT/Wrap) PC literate with good system navigation skills Attention to details is key Good problem solving and analytical skills.
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/Access) Graduate in any stream (Commerce graduate)