Official Specifications
Role Overview & Mandate
Executive Summary
Function: Accounting Closing Date: 02/03/2023 Job Purpose Virgin Media O2 has an...
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Function:
Accounting
Closing Date:
02/03/2023
Job Purpose
Virgin Media O2 has an exciting position to join us as a Billing Administrator. If you are keen or detail and get excited about numbers, then this role is for you. To ensure accurate and timely processing of all financial / customer account transactions in line with VMB processes and procedures
To ensure customer services excellence is provided by consistently achieving all Key Performance Indicators and Service Level Agreements by putting the customer (internal or External) at the forefront of everything we do
To mitigate any risk to the business by ensuring all revenue is protected
To interact with Internal/External customers and stakeholders proactively contributing to an outstanding customer experience that will differentiate Virgin Media Business from other suppliers for competitive advantage in the market place
Who we are
At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.
Required key skills (functional / technical)
- Managing stakeholder relationships - Engages stakeholders effectively, resolving issues and understanding drivers/needs
- Relationship Management - Ability to build and establish effective relationships in order to elicit information from key individuals
- Self Drive - Self-motivated, well-organised, adaptable and resilient. Responds to challenging priorities with a sense of urgency and pace. Ability to work well under pressure. Ability to display initiative to resolve problems. Demonstrate commitment to the Virgin Media Values and behaviours and embedding them in the company culture. Ability to take responsibility for own performance, maintaining performance statistics at required level in order to contribute to team performance to KPI’s and SLA’s and develop/improve by maintaining a “live” Personal Development Plan (PDP)
- Organisation Skills – Work well in a dynamic environment and be solution orientated
- Service Improvement - Understanding of process improvement methodologies
- Customer Service - Able to make sound decisions based on a broad view of the situation. Able to take a holistic view of the customer journey. Deals with confidential or sensitive issues discreetly. Ability to approach things from a customer’s perspective and provide a solution-focused approach to maintain outstanding levels of customer service, to distinguish Virgin Media Business from our competitors
- Literacy and Numeracy – A high level of numeracy and the ability to analyse and interpret data in a high volume environment showing attention to detail to required pace of output
- Must be able to use Excel (advanced level desirable), Word and MS Outlook
- Experience of working in a high volume target driven, transactional customer centric environment of a large organisation desirable
- Demonstrable experience of using customer management systems
Principle Responsibilities
- To achieve and maintain agreed productivity and quality levels as defined by the Team Manager and ‘one best way’
- Work with the Manager to ensure that all identified issues are raised to the relevant people, departments or 3rd parties and that resolution is achieved as quickly as possible
- To accurately and efficiently complete all daily/weekly/monthly tasks following documented departmental processes, ensuring that appropriate corrective action is taken to prevent or minimize revenue leakage, ensuring that ISO/SOX/OFCOM rules are adhered to at all times
- Maintains and monitors key financial controls, ensuring that month end procedures achieve SOX and audit compliance
- Action all tasks within agreed SLAs
- Ensure all complaints or queries are resolved or responded to within agreed SLAs and in line with OFCOM guidelines
- Assist the Team Manager to ensure that any extra activity or UAT testing required is actioned within agreed procedures and timelines
- Escalating possible root causes, trends and issues of error to Team Manager
- Ensuring that activity statistical data is correctly entered into reporting mechanisms
- Manages 3rd party relationships with suppliers to ensure SLAs are achieved
- Produces analytical reports to support internal and external customer requirements
- To identify and communicate opportunities for continuous improvement and potentially manage these through to conclusion, with support, using LEAN / Sigma tools and methodologies to reduce waste and improve the customer experience whiles capturing improvement benefits
- Take ownership and responsibility for driving and maintaining your own Personal Development Plan (PDP), ensuring relevant discussions and agreed actions are delivered in line with personal performance against the Your Story framework
- Embrace further training, as required, within the wider Customer Operations function to support the delivery of key SLA’s and KPI’s with minimal operational impact in the event of unplanned absence, annual leave or other resource-impacting issues
- To conduct all day-to-day work and interactions with colleagues, customers and stakeholders in a manner conducive with the Virgin Media values (Red Hot, Straight Up, Delightfully Surprising, Smart Disruption, Insatiable Curiosity and Heartfelt Service)
- Be responsible for keeping up-to-date with changes in company procedures, regulations and processes
What's in it for you?
We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.
All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.
- 25 days' annual leave, plus UK bank holidays & your birthday off.
- A Healthcare Plan & Life assurance
- An excellent pension scheme, matching up to 10%
- A host of Family Friendly policies
- Policies inclusive of any family situation (neonatal leave, 14-week paternity leave and carers leave)
- The option to buy and sell up to 5 days annual leave, to suit your personal needs
- Discount on Virgin Media O2 services
Next steps:
If you think you've got what it takes to make a move, we'd love to hear from you. It's important that you take the time to submit a formal application via Workday. When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
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