Billing Investigations Senior Advisor responsible for investigating, correcting and rebilling complex accounts using the SAP system and Microsoft Office suite.Mitigating with customers to resolve complex queries and escalations on a case-handling basis taking personal care of the customer through email, telephone and letter queries. Negotiation and reassessment of payment arrangements for customers in debt or with increased consumption.Liaises with Home Energy Manager to arrange… Show more Billing Investigations Senior Advisor responsible for investigating, correcting and rebilling complex accounts using the SAP system and Microsoft Office suite.Mitigating with customers to resolve complex queries and escalations on a case-handling basis taking personal care of the customer through email, telephone and letter queries. Negotiation and reassessment of payment arrangements for customers in debt or with increased consumption.Liaises with Home Energy Manager to arrange energy efficiency visits to identify peaks in consumption and to assist the customer in reducing their energy bills by offering advice on efficiency. Show less

Ensure npower are compliant with licensing conditions specifically in relation to the inspection of gas and electricity meters.Take escalations from advisors assisting them in resolving complex queries and exceptions.Arrange visits directly with the Field Team managers to provide a reliable service for the customer.Analysis of industry data and trends in order to identify current and future workloads, inform working practices and to ensure current processes are updated and… Show more Ensure npower are compliant with licensing conditions specifically in relation to the inspection of gas and electricity meters.Take escalations from advisors assisting them in resolving complex queries and exceptions.Arrange visits directly with the Field Team managers to provide a reliable service for the customer.Analysis of industry data and trends in order to identify current and future workloads, inform working practices and to ensure current processes are updated and maintainedProvide ad-hoc reporting for the Team Manager and Operations Manager. Show less

Responsible for a wide range of insolvencies. Collation of write off authorisation and negotiation with the customer to secure future energy supply; usually through prepayment meter, third party bill-payer or security deposits.Responsible for writing, updating and testing all processes within the area. Regularly test and update processes in order to reflect best working practices and updates in industry and insolvency law.Collation and management of the write offs and liaising with the… Show more Responsible for a wide range of insolvencies. Collation of write off authorisation and negotiation with the customer to secure future energy supply; usually through prepayment meter, third party bill-payer or security deposits.Responsible for writing, updating and testing all processes within the area. Regularly test and update processes in order to reflect best working practices and updates in industry and insolvency law.Collation and management of the write offs and liaising with the management team to encourage authorisation and write offs within agreed Service Level Agreements (SLA’s) and to advise of non-compliance with the Insolvency Act if write offs are not processed.Networks, using all business connections in order to build relationships across the business at all levels and to build and maintain an ongoing rapport with local Insolvency Practitioners. Uses these connections to ensure communications are escalated to the relevant departments.Introduced a new work area, post insolvency, in order to monitor accounts after the insolvency process to reduce the risk of bad debt accruing through mitigation with the customer and to agree the fitting of a prepayment meter, a third party bill payer or a security deposit.Managed the insolvency work move from Stoke to Sunderland office. This involved drawing up rotas for staff cover and support at Stoke and Rainton, assisting the trainer with complex training scenarios and quality checking and developmental feedback to the new team. This led to a successful handover at the end of the training and support period. Show less

Responsible for identifying the training needs of my colleagues and upskilling current and new members of staff using existing processes.Quality checked the work of other team members and provided feedbackLiaised with accounts departments and sole traders for the collection of outstanding business electricity accounts. This involved cash collection, arranging and allocation of BACS and CHAPS payments and cheque payments.Passing unpaid Receipt of Bill (ROB) customers accounts for… Show more Responsible for identifying the training needs of my colleagues and upskilling current and new members of staff using existing processes.Quality checked the work of other team members and provided feedbackLiaised with accounts departments and sole traders for the collection of outstanding business electricity accounts. This involved cash collection, arranging and allocation of BACS and CHAPS payments and cheque payments.Passing unpaid Receipt of Bill (ROB) customers accounts for Pre-Disconnection Visits (PDV’s) and ultimately Disconnection for Non-Payment (DNP).Worked through PDV reports and made decisions as to whether the account can be passed for disconnection. Handled inbound call from SME and domestic customers as well as debt collections agents (DCA’s) on field visits. Show less

Giving assistance to staff using the SAP customer ordering system and including training and feedback, also responsible for the back office functions of the system.Arranging orders and deliveries for customers and producing the back office paperwork to assist the picking and delivery staff.Serving customers on the Customer Service and Returns desk.Monitoring operators’ performance both on the systems and with customers and giving constructive feedback.Assisting the cash office… Show more Giving assistance to staff using the SAP customer ordering system and including training and feedback, also responsible for the back office functions of the system.Arranging orders and deliveries for customers and producing the back office paperwork to assist the picking and delivery staff.Serving customers on the Customer Service and Returns desk.Monitoring operators’ performance both on the systems and with customers and giving constructive feedback.Assisting the cash office with the paperwork, overs and unders report and exceptions report and checking this with the paperwork produced on each till.Initially dealing with complaints before resolution, and/or escalating to the Duty Manager if no resolution can be made in the first instance.Manning a checkout during busy periods. Show less