Providing support across the Retail operations including processing market related transactions, analysing meter data and billing customers.
Assisting in back office tasks by providing exceptional service to ensure customer enquiries are attended to, sites are transferred on time and billed in accordance to the National Electricity Market rules.
Working as part of a team to develop and document policies and procedures relating to a variety of operational tasks undertaken within the National Electricity market interaction within the Retail function for both C&I customers and Mass Market customers.
Problem solving by reviewing and diagnosing problems and perform the necessary actions to resolve them in a timely manner.
Producing accurate and timely reporting as required.
Working with a "one team" approach by working in all areas within the operations group.
The provision of an excellent level of customer service by answering phones and resolving customer billing enquiries on a timely basis.
Adhering to Legal, Regulatory and Compliance requirements at all times.
Dealing with system related operational issues promptly.
Identify Billing exceptions and resolve them in a timely manner.
Key Duties and ResponsibilitiesWork within the Billing and Meter Data Team to ensure customers are billed accurately and on time and in doing so; assist team members in monitoring and resolving exceptions or transactions. This could involve reviewing data, analysing information, diagnosing problems identifying solutions; prepare data for customers' review etc.
Provide support to ensure the customers are billed accurately and on time.
Investigating and resolving billing enquiries, and complaints, received from internal and external stakeholders with the view to provide exceptional customer service. For example: Customers, Distributors, Meter Data Providers and Metering Coordinators.
Work independently and as part of a team in ensuring all tasks are completed on time and no backlogs are created.
Collate information to provide input into reports (weekly, monthly) to create visibility to management on the status, issues and outcomes of transactions and customer requests – as required.
Attending to customer enquiries – stemming from inbound calls or email on a timely basis.
Maintaining a professional approach with all customers and stakeholders whilst dealing with them at all times.
Ensuring that the Company's compliance obligations are followed.
Proficient use and Adherence to MSATS and B2B Procedures.
Being willing to assist members of the Retail Operations & Expansion team to fulfil other duties as required.
Write test cases and perform regression testing.
Ensure that the Company's compliance obligations are actively maintained, managed and kept up-to-date with particular focus on cyber security and data protection and the compliance obligations allocated to the position title as identified in the Company's Register of Compliance Obligations.
Rapidly growing customer base, changing systems and industry complexity require flexibility and resilience.
Policies and Procedures require ongoing development in response to business changes and improvements.
JudgmentsEnsure accuracy and timelines in all aspects of the role ability to resolve a range of customer related issues including complaints.
Work with a view to Build, Grow and Improve.
Understanding the Electricity Retail customer lifecycle.
Knowledge, experience (including qualification) and skillKnowledge and experience: Experience working within the billing department of an Electricity Retail Business C&I and/or Mass Market.
Experience working within the National Electricity Market – Retail, and associated customer back office operations, such as billing, network tariff maintenance, service orders, new connections and customer transfers for a minimum of 3 years.
An understanding of the workings of the retail electricity markets and the associated obligations placed on retail electricity operations – C&I & Mass Market.
Strong understanding of Network Tariff Structures, Pricing Structures, Meter Data File Formats.
Strong commercial acumen and ability to make commercial decisions in a timely manner.
Customer Service experience.
Skills: Experience in analysing complex metering information and presenting it in a clear and simple manner.
Strong attention to detail with a high level of accuracy.
Proficient in MSATS, MS Office Products with at least an intermediate level of MS Excel skills (V Lookups, Pivot Tables).
Experience using SQL.
Strong analytical and troubleshooting skills.
Excellent verbal and written communication skills.
Ability to build excel tools and templates from scratch.
Proven time management skills with the ability to multitask.
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