HBB Billing Assurance Analyst

at  Vodafone

Location: Newark / Stoke / Newbury + *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Mon to Fri

• Hybrid

At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don’t require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

WHO WE ARE

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join us at the heart of Vodafone UK in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

WHO YOU ARE

• Demonstrable experience of working within a Home Broadband Billing Assurance role is essential for this role
• Possess a good understanding of the frontline Home Broadband customer journey & systems
• Knowledge of billing and Customer Relationship Management systems, including being an expert user in Halo/Siebel
• Customer first and resolution focused mindset
• Collaborative approach and the ability to work effectively with a variety of internal stakeholders
• Inquisitive and investigative approach to identify route causes and overcome blockers, with the ability to deal with complexity.
• Ability to work autonomously and flexible in approach to adapt to evolving priorities
• Advanced working knowledge of MS Excel.
  Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

This is a varied role within the Home Broadband Billing Assurance Team in our Billing, Credit Risk and Collections function. The Team helps to ensure that our customers are being charged correctly per contractual terms and supports the function’s key objectives around customer experience (complaints) and billing transformation.

• Monitor all billing reports/dashboard to deep dive root cause analysis and champion fixes
• Identify possible overcharge & undercharge scenarios to ensure that any impacted customers are resolved and remediated
• Execute bill recovery activities for any overcharged customers
• Collaborate with other internal departments regarding billing issues to help mitigate future problems and enhance the billing experience for our customers
• Assure new products and services when launched and set up appropriate reporting either through existing reporting frameworks or via new reporting requirements
• Adopt a continuous improvement approach to ways of working and processes, positively challenging where enhancements can be made.