About the Company
Our client is an established organisation with a complex customer operations function and a strong focus on accuracy, compliance and continuous improvement.
An opportunity is available for a Customer Operations Analyst to join the team on an initial 12 month contract, with potential for extension subject to business requirements.
About the Role
Working within a close knit Customer Operations team, you will initially be dedicated to managing a high volume portfolio of life support customers. This will involve maintaining accurate records, completing annual reviews, issuing reminder notices and ensuring all supporting documentation is current and compliant.
Once established in the life support portfolio, you will rotate through broader operational responsibilities on a monthly basis. This will include billing, portfolio and contract movements, inbox management, reconciliations and customer queries.
Key responsibilities will include:
- Managing life support customer records, reviews and updates
- Issuing reminder notices and following up outstanding information
- Ensuring documentation is accurate, current and compliant
- Managing a high volume inbox and responding to customer queries
- Completing billing and account reconciliations
- Managing portfolio and contract movements
- Validating customer and billing data across internal systems
- Working closely with Sales, Accounts, electricians and customer support teams
- Providing leave coverage and supporting the wider team
- Investigating discrepancies and managing issues through to resolution
- Identifying opportunities to improve processes, systems and automation
- Supporting ad hoc projects and operational activities
About You
You will be an organised, analytical and proactive professional who is comfortable working in a high volume environment and managing detailed administrative processes.
You will bring: - Experience in billing, utilities, energy, customer operations or a similar environment
- Strong Excel, data analysis and reconciliation skills
- Excellent attention to detail and compliance focused administration skills
- Confidence learning and navigating complex systems
- A self directed approach, with the ability to investigate issues before seeking support
- Strong communication skills and the ability to work with varied personalities
- The confidence to communicate clearly and professionally with strong stakeholder groups
- A positive, resilient and process driven mindset
- A genuine interest in continuous improvement and finding better ways of working
Experience with Salesforce, ROBI, Dura or similar billing systems will be highly regarded. Knowledge of retail operations, metering, settlement or regulated customer processes will also be advantageous.
The Benefits
- Initial 12 month contract with potential for extension
- Opportunity to join an established organisation
- Exposure to high volume customer operations, billing and reconciliation processes
- Opportunity to contribute to process and system improvements
- Supportive wider team environment
- The role will continue through the Christmas period, excluding public holidays
Please submit your current resume to apply. To learn more about Davidson, visit davidsonwp.com.
