Job Description

Key Deliverables

Zen Internet is an independent Internet Service Provider (ISP), which has been delivering award-winning services to business and residential users in the UK since 1995.

The Customer Billing department is responsible for providing a first class service to a mixture of residential and business customers. You will work as part of a team tasked with reducing debtor levels whilst ensuring that their account and billing enquiries are resolved in a timely and professional manner.

The key focus of the role is to respond to a wide array of billing and payment enquiries while promoting a positive and professional image of yourself and Zen Internet. Personal ownership and a pro-active approach are essential to ensure a prompt turnaround of customer queries whilst maintaining service excellence.

Key Responsibilities

• Processing a range of customer payments using a variety of methods
• Contacting customers both residential and business to obtain payments by telephone
• Managing customers\xe2\x80\x99 accounts maximising sales whilst miminising bad debt
• Account consolidations
• Providing bespoke Billing Solutions
• Answering incoming telephone calls and ensure appropriate action is taken relative to each call
• Liaising with internal departments, such as Customer Services & Sales to ensure that all relevant departments/individuals are aware of (potential) issues which require resolution.
• Maintaining accurate customer account records
• Working to exceed customer expectations within required time scales
• Responding to all email requests within the agreed timescale
• Supporting other team members as and when required
• Adhering to the Data Protection Act of 1998
• Adhering to ISO compliance
• Using initiative and resourcefulness to resolve customer queries
• Ad hoc duties as and when required

Candidate Profile

• Demonstrates a high level of numeracy and literacy skills
• Excellent attention to detail
• Excellent Customer Service skills with a high standard of written and verbal communication
• Ability to process information accurately
• Able to demonstrate patience and confidence when dealing with customer enquiries and complaints
• Willing to go the \xe2\x80\x98extra mile\xe2\x80\x99, views customer excellence as a personal objective
• Takes own responsibilities seriously, whilst enjoying working as part of a team
• Strong analytical and problem solving skills
• Adaptable and comfortable with varying tasks
• Proven track record of working effectively as part of a Sales Ledger Team, working to and achieving results in line with targets and deadlines
• Awareness of accounting systems/processes
• Ability to \xe2\x80\x98think on your feet,\xe2\x80\x99 with evidence of turning a potentially negative situation into a positive conclusion for the organisation
• Ability to plan, prioritise and organise own workload and meet tight deadlines with minimal supervision
• The ability to work under pressure
• AAT Qualification an advantage

At Zen, we\xe2\x80\x99re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we\xe2\x80\x99re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we\xe2\x80\x99re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we\xe2\x80\x99re a certified Great Place to Work TM and B Corp Certified!

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