THE ROLE:
A new opportunity has been created for a Billing Analyst to support the company’s growing B2B Customer Billing Operation.
WHAT YOU’LL BE DOING:
- As part of the customer operations billing team, you will be providing a first-class level of billing customer service through all operational activities which are completed. The ideal candidate is someone who has experience of billing B2B customers, both in NHH and HH areas.
- You will be working very closely with other operational teams to resolve any billing related queries as well as other stakeholders within the business. Experience in Flex and Pass-Through billing areas would be advantageous due to the high increase of our flex contracted portfolios.
- We are looking for a candidate with an independent work ethic but who can work within a team to a high standard to meet business objectives, and who will be hands on and not be afraid to take responsibility and can help shape the function of the billing team as it grows.
- It is Hybrid working with a minimal mandatory in the office 2 days per week role.
- The billing team works in line with business needs for any customer facing requirements to support customer service, be it from attending customer/ TPI and Bryt meetings where a billing analyst is needed for support, to taking customer calls due to high volume.
- The successful candidate should be able to use this knowledge to deliver accurate and efficient billing to Bryt Energy’s growing customer base.
YOU’LL BE RESPONSIBLE FOR:
- Working as part of the Billing team within the Customer operations department you will be responsible for the accurate production of B2B electricity billing statements for both Half Hourly (HH) and Non-Half Hourly (NHH) billing across our different customer portfolios, from deemed and fixed to our flex-based contracts.
- There will be multiple tasks that will include the reviewing and application of annual industry charge changes as well as set billing standards for compliance in line with our energy regulator Ofgem.
- You will be required to take ownership for your customer allocations and working closely with other operational teams to meet monthly billing performance to the agreed resolutions, accuracy and efficiency targets. This will include monitoring and resolving customer/TPI billing escalations and disputes to agreed SLAs.
- Take ownership of queries raised from our customer service team to meet customer resolutions within agreed SLA’s.
- Making sure that the analysis of complex billing data sets are to the agreed efficiency to gain insight and drive billing performance improvements.
- Supporting other operational teams to show on-going management of unbilled accounts to ensure effective prioritisation and resolution of customer accounts. Along with being able to demonstrate effective stakeholder management and influencing skills to assist with query resolutions. Keeping a proactive approach to any required updates that are being fed into our customer base, this may be a supporting role on a call with the customer.
- Utilising the systems to provide a clear account of billing statements and performance of customer portfolios, raising where needed to other departments for further analysis or information to meet resolutions within SLA’s.
- Being proactive in monitoring and the managing of billing settlement exceptions, working with revenue assurance partners and taking actions where billing opportunities are identified.
- To support in any required meetings to help drive billing performance and understanding across the business.
- Continuous process improvement, constantly looking for ways to improve customer experience and optimise operational efficiency across bill production processes with minimal cost to serve.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
- Passionate about billing customer service and putting the customer at the heart of everything you do.
- Working collaboratively with other areas of the business to meet set objectives.
- Able to work across the business and effectively with customers to resolve any customer queries in an accurate, timely, professional and compliant manner.
- Be a confident and clear communicator both internally with the company and with external customers and other stakeholders. Being able to challenge in an effective and professional manner to keep working relationships but make suggestions to improvements where identified.
- B2B energy billing knowledge with a flexible hands-on and structured approach and with high integrity to meet team objectives with minimal supervision.
- Enjoys taking ownership of own work and prioritisations.
- The drive and desire to continue to make Bryt Energy the best UK energy supplier for our customers and the people who work within it
Education and Training:
- I&C energy billing experience
- Microsoft Excel understanding.
- Understanding of Ofgem billing based regulations.
- Experience of analysing billing data sets, ideally with a numerical based higher qualification.
- Knowledge of HH and NHH B2B electricity billing processes and detail calculations.
- Advantageous for candidate to have experience of completing HH Pass-Through and Flex Billing Reconciliations with high degree of accuracy
using industry gained knowledge. - A knowledge of Smart metering would be an advantage but not essential.
Abilities and Skills:
- To be able to show a clear understanding of the energy billing journey end to end.
- To be able analyse complex data sets and drive meaningful insight.
- Confidence in problem solving, utilising own initiative to take ownership and responsibility of set tasks.
- Be able to prioritise your own workload to meet targets in an organised, concise and structured way.
- To have good communication skills be it face to face, email or phone.
- Be able to adapt with ever changing priorities.
- A team player working well to meet objectives, as well as independently.
- Be able to work with Microsoft Programs to intermediate levels to produce data sets.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.
THE ROLE:
We are looking for a new employee to join our Metering & Settlements team. Experience in general industry related activities is required with a comprehensive working knowledge of flows and processes related to metering, registrations, settlement activities and new connections.
Experience in all these activities is not essential as training can be provided, but a good general awareness of processes in some of these areas is desirable.
WHAT YOU’LL BE DOING:
We are looking for an ambitious and proactive Metering & Settlement Analyst to join our fast-growing company. As a Metering & Settlement Analyst you will be the first point of contact for any Metering related enquiries which could include processes such as Registrations, New Connections, Smart and Non-Smart metering related activities and settlement processes.
The role will cover all Non-Half hourly and Half hourly meter types, including AMR and Smart metering related tasks so a strong working knowledge of core metering processes is essential. The ideal person will have excellent communication skills, experience in metering operational processes and a comprehensive understanding of the ‘end to end’ supplier processes involved.
YOU’LL BE RESPONSIBLE FOR:
- Monitoring and resolution of all metering and settlement queries.
- Management and identification of P272 upgrades from SSD to completion.
- Compilation of different regulatory reports including metering GSOP reports.
- Ensuring all industry flows are sent and received in accordance to regulatory SLA’s.
- Managing relevant SDEP process activities.
- Building effective internal and external relationships to achieve settlement and metering targets.
- Working with Managed Service team to ensure cross functional process optimisation of core industry processes.
- Proactively identifying & implementing process improvements.
- Maintaining appropriate records of all internal & external metering activities.
- Working with stake holders to identify, report and manage theft of electricity.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
- Passion for customer service and putting the customer at the heart of everything you do. Able to work with stake holders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
- Working within the metering and settlements team you will be able to collaboratively achieve daily, weekly, and monthly targets.
- You will have a flexible hands-on approach with high personal integrity and comfortable working to targets with the minimum of supervision.
- You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.
Education and Training:
- Experience within the metering industry and a good understanding of the different metering solutions used.
- Experience in a technical metering environment.
- Excellent communication and interpersonal skills.
- Good numerical & IT skills
- Comfortable in presenting reports, compiling data and working with Excel to achieve our regulatory reporting requirements.
- Must be happy to undertake Security Screening to BS7858 level.
Abilities and Skills:
- Ability to work on own initiative with good organisational skills.
- Understanding of MOP/MAP functions and confident in tracking and resolving issues.
- Experience of performance managing third parties MOP, DCDA and DNO’s as well as confident to escalate cases or issues directly with them.
- Working internally with Sales and externally with Managed Service providers to deliver a streamlined registrations process, including new connection management.
- A good level of understanding of the Supplier settlement process and the various NHH & HH settlement runs. Be able to optimise read management performance.
- A working knowledge of industry data flows for both metering and settlement activities
- Responsible for analysis of eligible customer sites for smart meter installations. Working across the Metering & Settlements team to achieve the companies annual Smart installation target.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.
THE ROLE:
We’re looking to recruit a B2B experienced Strategic Account Customer Service Executive in a new position to join the growing Customer Operations department.
WHAT YOU’LL BE DOING:
We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third-party stakeholders across all the front and back-office activities they complete.
In this role you will be the main point of contact for Strategic B2B I&C customers or their appointed TPIs, responsible for coordinating with all areas of the business, in order to provide a first-class level of customer service.
You will be responsible for managing your allocated customer’s queries as well as proactively providing a variety of bespoke customer reports on a regular basis.
This role will be a customer facing position who will regularly meet with the designated contacts at both Strategic customers and TPI’s to represent Bryt Energy and ensure the high standards of service stakeholders of this nature expect from their energy supplier are always delivered.
We are looking for someone who can prioritise their workload, work effectively across the business to resolve any customer issues, take full ownership for customer queries through to resolution and seek to maintain the company’s excellent level of customer service.
YOU’LL BE RESPONSIBLE FOR:
- Working within the Customer Operations team primarily responsible for providing front office customer service activities to the B2B customers supplied by Bryt Energy. An awareness of core items such as flex products and billing, group bills, sales, pricing and TPI management is essential.
- Working closely with the Strategic Sales Account Management team to deliver a combined approach for an outstanding overall customer experience. Providing feedback to the relevant stakeholders for any Strategic accounts which you are responsible for.
- Management of a dedicated Strategic Accounts inbox. Taking ownership of queries and ensuring they are documented accurately on our Query Management System so that they are worked in a timely and efficient manner. Ensuring that all parties are kept up to date on query developments on a regular basis as well as providing monthly query reports to be discussed in regular query review meetings.
- Attending/leading regular review meetings with Strategic Customers and/or TPIs, alongside the Strategic Sales Account Management team. Maintaining live site lists for Strategic Customers; tracking all COTs, site additions and new connections, and reporting on these on a regular basis.
- Proactively creating, updating and sending a variety of bespoke customer reports on a regular basis, such as registrations/objections reports, unbilled reports, COT status reports, volume reports.
- Working collaboratively with other teams to assist them with tasks relating to your allocated accounts, such as debt chasing, Smart meter installations and obtaining contacts for site visits.
- Issuing customer and TPI feedback reports to obtain independent feedback which can be used to highlight any areas of improvement in order to ensure that we continue to achieve high levels of customer/TPI satisfaction.
- Supporting customers with the sign up to systems and products which will help deliver them additional value and energy usage insight.
- Supporting the development of new portal requirements by feeding in customer/TPI requirements and work with Strategic Customers to roll out the portal through structured implementation plans.
- Working alongside management and colleagues to identify efficiencies within the role which can deliver business value, or increased customer satisfaction. Achieving company targeted renewal rates by ensuring a first-class level of customer service is delivered at all times throughout the customer journey.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
- Passionate about customer service and putting the customer at the heart of everything you do. Able to work with stakeholders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
- Working within the customer services team you will be able to collaboratively achieve daily, weekly, and monthly targets.
- You will have a flexible hands-on approach with high personal integrity and comfortable working to targets with the minimum
of supervision. - You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.
- A passion for delivering a first-class level of B2B customer service in both front and back-office activities.
- The drive and desire to continue to make Bryt Energy the best UK energy supplier for our customers and the people who work
within it. - Experience of effective customer service relationship management with I&C customers and their TPIs.
Education and Training:
- Previous B2B I&C customer service experience is a mandatory requirement.
- Experience of relationship management with internal and external customers and associated TPI’s.
- Experience of working in the UK electricity supply industry.
- A comprehensive knowledge of Flexible energy supply products, such as baseload/shape, cash out and index is desirable.
Abilities and Skills:
- Detailed knowledge of the end-to-end B2B customer journey from onboarding through to Billing
- Flexible hands-on and structured approach, and with high personal integrity
- Enjoys taking ownership and being accountable for their own work. Can self-manage where required and therefore can prioritise work effectively and work to strict deadlines
- Have a passion for the delivery of high-quality customer service throughout the customer journey. Be able to identify process improvements which can provide Bryt Energy customers with an enhanced customer experience.
- A team player who can work effectively within their immediate team and across the wider business to deliver results
- Exceptional communication skills
- Effective time management and organisational skills are essential in this role
- Competent working with Microsoft Excel spreadsheets to an intermediate level. The candidate will be responsible for producing various reports for the strategic customers which they are responsible for.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.
THE ROLE:
Bryt Energy is seeking to recruit a B2B experienced Customer Operations Support Advisor in a new position to join the growing Customer Operations department.
WHAT YOU’LL BE DOING:
We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third-party stakeholders across all the front and back office activities they complete.
The role will be ideal for someone who has prior experience of providing a first-class level of customer account management experience to B2B I&C customers. There will also be the requirement to handle a high volume of customer inbound and outbound emails from customers and TPIs. Previous experience of this type of B2B customer service experience is also essential.
This role will be a customer facing position requiring the ability to prioritise inbound and outbound calls and emails, alongside admin activities with customers and TPIs to represent Bryt Energy and ensure the high standards of service stakeholders of this nature expect from their energy supplier are always delivered.
We are looking for someone who can prioritise their workload, work effectively across the business to resolve any customer issues, take full ownership for customer queries through to resolution and seek to maintain the company’s excellent level of customer service. The role may also require the candidate to support with a variety of back office activities associated to the customer journey including renewal service related items, change of tenancy related queries, promoting smart metering installations and read-related queries.
YOU’LL BE RESPONSIBLE FOR:
- Working within the Customer Operations team primarily responsible for providing front office customer service activities to the B2B customers supplied by Bryt Energy. An awareness of core items such as flex products and billing, group bills, sales, pricing and TPI management is essential.
- Working collaboratively with other internal teams to provide a united approach to customer service for all B2B customer types. Taking inbound customer phone calls ensuring full call handling guidelines are followed, complaints are logged and managed and take ownership for any queries to ensure a full resolution is provided to the customer.
- Support customers with the sign up to systems and products which will help deliver the customer additional value and energy usage insight. Promote the customer portal and work with colleagues to achieve the associated business KPIs. Support the development of new portal requirements by feeding in customer requirements.
- Requesting independent feedback which can be used highlight any areas of improvement in order to ensure that we continue to achieve high levels of customer/TPI satisfaction. Working alongside management and colleagues to identify efficiencies within the role which can deliver business value, or increased customer satisfaction.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
- Passionate about customer service and putting the customer at the heart of everything you do. Able to work with stakeholders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
- Working within the customer services team you will be able to collaboratively achieve daily, weekly, and monthly targets.
- You will have a flexible hands-on approach with high personal integrity and comfortable working to targets with the minimum of supervision.
- You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.
- A passion for delivering a first-class level of B2B customer service in both front and back-office activities.
- The drive and desire to continue to make Bryt Energy the best UK business electricity supplier for our customers and the people who work within it.
- Experience of effective customer service relationship management with I&C customers and their TPIs.
Education and Training:
- Previous B2B I&C customer service experience is a mandatory requirement.
- Experience of relationship management with internal and external customers and associated TPIs.
- Experience of working in the UK electricity supply industry.
Abilities and Skills:
- Detailed knowledge of the end-to-end B2B customer journey from onboarding through to Billing.
- Flexible hands-on and structured approach, and with high personal integrity.
- Enjoys taking ownership and being accountable for their own work. Can self-manage where required and therefore can prioritise work effectively and work to strict deadlines.
- Have a passion for the delivery of high-quality customer service throughout the customer journey. Be able to identify process improvements which can provide Bryt Energy customers with an enhanced customer experience.
- A team player who can work effectively within their immediate team and across the wider business to deliver results.
- Exceptional communication skills.
- Effective time management and organisational skills are essential in this role.
- Competent working with Microsoft Excel spreadsheets to an intermediate level. The candidate will be responsible for producing various reports for the strategic customers which they are responsible for.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.