Billing Operations Treatment Analyst FTC

The Billing Ops Treatment Analyst is a fundamental part of our Bill & Pay Operations team in TalkTalk Consumer. The role ensures that the customer experience is maximized while maximizing the revenue collection from all bill and pay runs. You will analyze reports to identify system discrepancies between our billing system, customer relationship system, and the network. You will own the end-to-end process of identifying the root cause of discrepancies, creating interim workarounds to ensure customers are not impacted, and supporting front-line agents. You will liaise with change management to prioritize and implement defect resolutions. We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS), but there is still a significant amount to do. The Billing Treatment Analyst role has a pivotal part to play in ensuring a positive customer experience and maximizing revenue. The Billing Operations Treatment Analyst will… Identify discrepancies in datasets and have the ability and drive to investigate those differences to propose and implement solutions. Articulate the impact of discrepancies on the customer and revenue and present findings to senior stakeholders. Work with internal and external partners and teams to develop necessary fixes, following internal processes to raise incidents and support defects. Provide billing technical expertise to support change and defect prioritization, including attendance on incident calls as required. Report to the Billing Manager (Assurance and Credits) and the Head of Bill & Pay Ops regarding system discrepancies, customer impacts, and revenue loss. Collaborate with the Bill & Pay Manager (Treatment and CI) to ensure workarounds are in place for customers who may be overbilled, ensuring compliance with Ofcom Meter and Billing regulations. Work with large datasets with a focused intent on improving customer experience. Have a working understanding of databases and SQL as a minimum, with an understanding of Azure and PowerBI preferable. As a recognized Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself. We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

#J-18808-Ljbffr