FTC Billing Specialist

Introduction

Infinigate Cloud is an award-winning cloud distributor and Microsoft Indirect Provider offering a value-add service to customers with a portfolio of cloud, managed and professional services.

Infinigate Cloud place ‘people’ at the heart of all we do – whether that is our partners, their customers or the wealth of carefully selected subject matter experts that make up our team. We set our company values to reflect this, and we hire against them. Our purpose is to help our partners grow profitable, future-proof cloud businesses achieving sustainable and long-term growth. Infinigate Cloud is only successful if our partners are successful.

Role Purpose

We’re looking for a detail-focused and customer-centric Billing Specialist to join our team on a 12-month fixed-term contract, based in our Fareham office. Acting as the primary point of contact for partner billing enquiries, you’ll take ownership of issues from initial query through to resolution, ensuring a high standard of accuracy, responsiveness, and customer satisfaction. This is a key role where success is measured by the delivery of accurate billing, achievement of KPIs, and positive feedback from partners, as well as your ability to proactively resolve issues and support wider billing activities such as reconciliations, manual billing, and providing cover when needed.

We are pleased to offer this 12-month fixed term role as a full-time position on a hybrid basis, 3 days in office and 2 days working from home.

Duties & Responsibilities

• Effectively manage customer billing queries in a timely, professional manner, ensuring all relevant processes are adhered to and KPI’s are met.
• Identify any errors or omissions from customer billing and rectify issues by taking appropriate actions to maintain customer satisfaction and minimise complaints.
• Carry out billing reconciliations after any change event (migration, service upgrade/downgrade) to ensure both the billing is correct and that partners are satisfied with the billing and understand any changes
• Deliver relevant and professional communications to customers in a timely, professional manner following process/template/instruction.
• Liaise with the Credit Controller to communicate any issues which may prevent payments to ensure prompt payments.
• Responsible for ensuring accurate completion of all relevant records in a timely manner, identifying any issues, where needed ensuring a full audit trail is available and all has been appropriately authorised in line with business responsibilities.
• To understand how discounts and promotions work and update discounts as and when required, ensuring the approval process has been followed in line with the DoA and documenting any changes.
• To carry out manual billing tasks when necessary to provide absence cover and to ensure these are completed accurately and on time.
• To carry out payment reconciliations when required to ensure all direct debit and credit card payments in Core match what’s been collected and paid out by payment processors.
• To undertake ad hoc tasks from time to time as directed by the Senior Billing Administrator or other business leads.

General Skills

• Desire and passion to provide an excellent customer experience for both internal and external customers.
• At least 3 years’ experience in a customer facing billing related role
• Proven ability to manage time and resources effectively to ensure workflows are managed and objectives and deadlines are achieved.
• Excellent attention to detail and the ability to follow and make recommendations to process to improve methods of working.
• Able to successfully negotiate acceptable outcomes with customers
• Takes ownership of issues from reporting through to resolution.
• Demonstrable experience of being able to analyse complex issues, investigate, identify causes and implement robust resolutions
• High level Microsoft Excel skills to allow for in depth data analysis when investigating billing issues
• Demonstrable ability to acquire new knowledge and skills quickly and apply to business situations.
• Confidence in working in a rapidly changing business environment.
• Excellent written and verbal communication skills. GCSE Maths and English, minimum grade C or level 4 (or equivalent)
• Computer literate to an advanced level including knowledge and demonstrable experience in using Microsoft Office

Personal requirements

Infinigate’s values underpin a strong collaborative working culture and successful inclusive working environment.

• Own it! Takes ownership of issues through to resolution. Is able to use own initiative within a framework of guidelines to make commercial decisions in the best interest of Infinigate Cloud
• Aim high! Provide a quality service. Maintains high professional standards and gets work right first time, showing a high degree of attention to detail
• Be open! Is resilient, remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks. Keeps difficulties in perspective

Benefits

• £28,000 to £30,000 salary per annum
• 25 days annual leave rising to 28 days with length of service, plus bank holidays.
• Day off on your birthday.
• 2 paid volunteer days per year
• Additional holiday purchase scheme
• Electric Car Lease Scheme
• Life assurance of 4 x basic salary and group income protection from start date
• 5% employer matched pension contributions after 3 months service.
• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
• Hybrid working arrangements and standard office working hours are 9am – 5.30pm
• Employee assistance programme for practical and emotional support.
• Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, please make us aware by answering the relevant application questions. For any further queries, please contact us at ***email_hidden***.