Address The Billing Ops Treatment Analyst is a fundamental part of our Bill & Pay Operations team in TalkTalk Consumer, the role ensures that the customer experience is maximised, whilst maximising the revenue collection from all bill and pay runs.
You will analyse reports to identify system discrepancies between our billing system, customer relationship system and the network. Owning the end-to-end process of root cause of the discrepancy, interim workaround creation to ensure customers are not impacted and front-line agents are supported, liaise with change to get defect prioritised and into production.
We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS) but there is a huge amount still to do, and the Billing Treatment analyst role has a pivotal role to play in ensuring a positive customer experience and maximising revenue.
You will analyse reports to identify system discrepancies between our billing system, customer relationship system and the network. Owning the end-to-end process of root cause of the discrepancy, interim workaround creation to ensure customers are not impacted and front-line agents are supported, liaise with change to get defect prioritised and into production.
We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS) but there is a huge amount still to do, and the Billing Treatment analyst role has a pivotal role to play in ensuring a positive customer experience and maximising revenue.
The Billing Operations Treatment Analyst will…
- Identify any discrepancies in datasets and have the ability and drive to investigate those differences to propose and implement solutions.
- Be able to articulate the impact of the discrepancies found on the Customer and revenue and present to senior stakeholders.
- Work with internal and external partners and teams to develop fixes required, following the necessary internal processes to raise incidents and supporting defects.
- Provide billing technical expertise to support change and defect prioritisation including attendance on incident calls where required.
- Reporting to the Billing Manager (Assurance and Credits) and the Head of Bill & Pay Ops the overall view of system discrepancies, customer impacts and revenue loss.
- Work with the Bill & Pay Manager (Treatment and CI) to ensure any workarounds are in place for customers who have the potential to overbill ensuring we are compliant with Ofcom Meter and Billing regulations.
- Work with large datasets, with a focused intent on improvement for the customer.
- Have a working understanding of databases and SQL as a minimum, with an understanding of Azure and PowerBI preferable
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