Benjamin Cook Email & Phone Number

Manchester, England, United Kingdom

Manchester, United Kingdom

• Auditing customer meter reads and analysing gas consumption in preparation for billing.• Managing industry file flows and working message exceptions.• Investigating and resolving customer and industry queries.• Fixing missed meter exchanges and ensuring all information is correct.• Supporting settlements, accounts and billing processes.• Liaising with third party service suppliers.• Generating reports, implementing process improvements and assisting with system testing.

Manchester, United Kingdom

• Auditing of meter reads and processing market message exceptions and file flows to ensure accurate customer billing.• Investigating complex issues, liaising with Xoserve, meter asset managers, meter read agencies and other energy suppliers to see queries through to resolution whilst providing excellent customer service.• Working with Settlements and Credit Control to ensure bills are correct, paid and reconciled with industry correctly.• Reporting on energy consumption, quality of information, analysing trends.• Management of queries relating to SARs (Shipper agreed reads), ISDs (Inter-shipper disputes) and RFAs (Requests for adjustment).• Implementing new processes to improve efficiency of operations.• Resolution of metering issues for daily-metered gas sites, correctors and primes & subs.

Manchester, United Kingdom

• Representing Gas Billing team on the UK Retail Platform project, which saw a CRM system implemented for the business.• Providing input and support to the IT & Business Change departments; collaborating with Business Analysts and QA Testers to document business processes, and run through user scenarios and UAT scripts in a test environment of the new system.• Assessing business change impact of new processes and working together with other departments to resolve issues.• Raising bugs and change requests when necessary.• Analysing functionality and usability of the system.• Extensive process documentation to ensure end-to-end business processes work.• Producing user guides for training and coaching purposes.• Running training sessions with members of the business. • Providing feedback on test outcomes following defect fixes and CR implementations.

Manchester, United Kingdom

• Responsible for supervising the Gas Billing team; ensuring invoices for more than 70,000 business customers are raised accurately and efficiently on a monthly basis.• Key contact point in the team for developing strong working relationships and ensuring the efficient flow of information between Sales, Trading, SPA/Metering and Customer Services departments.• Data analysis and validation of gas consumption reports to ensure billing accuracy.• Identifying and implementing efficiency improvements to business processes. • Demonstrating first class attitude, leading by example, and motivating team members to maximise productivity. • Ensuring internal and external customer queries are resolved quickly and satisfactorily, providing excellent customer service.• Taking ownership and responsibility for escalated issues as appropriate, attending meetings/conference calls with customers and energy consultants.• Responsible for the management of direct reports, offering appropriate support in achieving targets through regular one-to-ones, process training and developing of skill sets.• Monitoring and driving team performance to ensure team KPIs and SLAs are achieved.• Creating Cost of Gas reports for large corporate customers with flexible billing contracts; analysing and manipulating metering and trading data to generate gas unit prices.• Delegating tasks to team members, ensuring effective time management and • Calculating complex manual customer invoices, using attention to detail. • Producing regular billing data reporting for customers and the business, offering detailed analysis on variances and gaps in data.• Writing and maintaining up-to-date process documentation.• Presenting to managers and stakeholders in meetings and stand-ups.• Representing Gas Billing team in business meetings with wider company, collaborating with other teams to ensure process alignment.• Assisting manager in reviewing CVs and interviewing candidates to join the team.

Egham

• Daily billing of car rental invoices to the company’s national accounts via EDI, e-mail, FTP, OB10 and post, using a Microsoft Access database to audit and process. • Responsible for accurate and timely billing of over 1,000 corporate accounts.• Allocating BACS and cheque payments to invoices on system.• Investigating and escalating queries from internal and external customers via telephone/e-mail.• Creating and sending out statements on outstanding invoices to accounts.• Delegating work to team members; training and developing their skills, ensuring all work is of high standard and meets deadlines. • Regular one-to-ones with team members, writing their six-month reviews and involved in disciplinary action when necessary. • Credit control debt collecting for refused card transactions.• Chasing accounts for remittances for BACS payments already sent. • Analysing billing processes to improve accuracy and efficiency (e.g. developing of Excel macros).• Data analysis of M.I. reports; working with account managers to increase volume of business.• Setting up new accounts into billing system; ensuring account tariffs are correct. • Using Farepayment, Adyen and PDQ machine to process credit card payments and refunds.• Raising credit notes for incorrect charges. • Managing the non-fault billing process; liaising with Direct Hire team and insurance companies.• Testing of in-house system upgrades to ensure they work accordingly.