Customer Care Assistant – Billing

Location UK / Antrim Town Area

Job Type Fixed term contract, Permanent, TemporaryContract, Trainee

Salary £15000 - 20000

Updated 4 days ago

Reference 1367246

 Job Description

Customer Care Assistant - Billing based in Antrim


Customer Care Assistant – Billing

Antrim Based – Specific Purpose (9-12 months)

Full-Time 40 hours

Starting Salary – £16,500 p.a.

Job Ref: fe/18/23

firmus energy is responsible for the construction and operation of a natural gas network of over 1,300km

across 30 cities, towns and villages across Northern Ireland. As well as connecting over 35,000 customers

across its own licensed area, firmus energy also competes in the competitive natural gas market in

Greater Belfast, where it also supplies over 50,000 customers.

The future looks bright at firmus energy, and for those who are part of our team. We offer excellent

remuneration and benefits packages, together with comprehensive training and development

programmes and the opportunity to excel in challenging and developing roles.

The role

Reporting to the Customer Billing Manager, the Customer Care Assistant – Billing will proactively support

the Billing Department to deliver timely bills with a high degree of accuracy. The post holder will play a lead

role in performing commercial customer registrations and ensuring the smooth transition of commercial

customer handovers. Accounts will be administered to a high standard and exemplary customer service

provided at all times.

Main duties and responsibilitie

Key Priorities:

– Domestic and Commercial customer change of tenancies / registrations

– Answer incoming calls demonstrating first class customer care and delivering brand values

– Ensure Domestic and Commercial customers are billed accurately, in a timely manner and in line with

the Codes of Practice and licence requirements

– Administration and resolution of customer billing queries and complaints

– Process customer refunds, site works requests and sundry invoices

– Provide technical support for Customer Services & Sales departments

– Assist with credit control and debt management

– Enhancement and documentation of billing processes

Responsibilities to include

– Administration of account detail changes, including new and final accounts for commercial customers

– Rectify anomalous accounts by administering account reconciliations

– Provide customers with consumption reports upon request

– Set up direct debits / BACS / electronic funds transfers / bank giro credits / customer refunds, including

management of budget direct debits

– Administration of telephone and on line payments

– Preparing test scripts and completing user acceptance system testing

– Undertake any additional duties as directed by the Customer Billing Manager



– Minimum 5 passes at GCSE level Grade C or above (or equivalent) including English & Maths

– Previous experience in customer service role in commercial or financial environment

– Excellent IT, communication and interpersonal skills

– Ability to work on own initiative and to prioritise workload


– Familiarity with customer account/billing processes

– 3rd level qualification or equivalent in Maths, IT or other relevant subject

We are offering a starting salary of £16,500 p.a., plus a fantastic benefits package including Performance Related Awards, 25 days annual leave plus 10 Statutory days and 2 Company days, pension, life assurance, permanent health insurance, free parking, and great training and development opportunities.

Applications (including a cover letter detailing how you meet the criteria and a current CV) to be sent  by clicking on the APPLY NOW button by 5:00pm on Friday 26th October 2018.

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