Customer & Billing Lead - Designate

1.    To provide cover and support to the Customer & Billing Lead 
a)    in managing and supervising the customer relationship agents
b)    contribute to the development of new systems in the billing and collection department
c)    to support in the production of all customer bills in a timely and correct manner
d)    to ensure all monies are collected promptly and efficiently
 
2.  To provide administrative services in all areas of customer contact and billing and to enable all monies to be collected in a timely fashion. To build strong and lasting relationships with Guernsey Electricity Limited’s customers. In addition to implement and explain processes, procedures and policies to customers to collect all sums due to Guernsey Electricity within the normal terms of credit.      
Department
Customer
Contract Type
Full Time
Location
Guernsey
Reporting To
Customer & Billing Lead

Key Responsibilities

1.    To provide cover and support for the Customer & Billing Lead in:
a.    the management and supervision of the Customer Relationship Agents
b.    developing new processes, policies and procedures so that staff can provide excellent levels of service
c.     provision of management information and reports on all issues regarding monies owed and bill management
2.    To build strong and lasting relationships with customers of Guernsey Electricity Limited through the provision of 
a)   a quick and professional switchboard function in line with internal service standards.
b)   the review and release of non-standard electricity bills and customer queries.
c)   production of commercial and rechargeable bills 
d)  implementation and explanation of processes, procedures and policies to customers   
e)  ensure the collection of all sums due to Guernsey Electricity within the normal terms of credit 
3.    To process all incoming data from internal and external customers on a daily basis in an accurate manner.
4.    To administer all incoming standing order forms ensuring that they are accurately recorded and processed to the bank.
5.    To assist customers in reducing outstanding balances and discourage them where possible from incurring excessive indebtedness.
6.    To deal with daily computer output in a timely manner ensuring all collection exception reports are actioned appropriately and, in the best, mutual interest of the organisation and customer.
7.    To store and archive all information in accordance with established policies and procedures to enable quick retrieval and efficient handling of this information.
8.    Be aware of and comply with local legislation, specifically related to Health & Safety, Equal Opportunities and Data Protection.
9.    Such other duties as may be allocated, and interchange of duties as required.

Skills, Knowledge & Expertise

  • An excellent understanding of electricity tariffs
  • A minimum of a NVQ level 4 qualification in a suitable discipline or
    equivalent
  • A pleasant and friendly outlook with a positive customer focus
  • Cash management and security skills
  • Good interpersonal & communication skills
  •  A high level working knowledge of computerised systems

About Guernsey Electricity

Guernsey Electricity is a leading utility business supplying electricity and associated services to domestic and commercial customers.

It is the sole provider of electrical energy in Guernsey and is wholly owned by the island’s government, combining the importation of electricity with local power generation and distribution. It also undertakes electrical contracting and retailing and is a partner in a joint venture which operates the transmission company connecting the Channel Islands to France. It has a turnover of £55 million and the company has a major capital expenditure programme over the next 5 years in developing and upgrading key parts of its infrastructure. 

Guernsey Electricity employs in the region of 200 staff in a wide range of business areas including Asset Management, Generation, Distribution, Commercial Contracting, Retail, HR, Facilities, Finance, IT, Customer Service and Project Management. 

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Department
Customer
Contract Type
Full Time
Location
Guernsey
Reporting To
Customer & Billing Lead
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