About the role;

Acting as an EE Enquiries Advisor in the Managed Collections and Enquiries teams, you will be responsible for liaising with customers to resolve enquiries, secure payments and deliver an outstanding customer experience.

You will be targeted against KPI’s pertinent to the team. Quality will be measured though checks completed on telephone calls with customers, enquiries resolved through manager checks and Medallia surveys completed by your customers.

What you’ll be doing;

• Taking the necessary steps to ensure dispute and resolution against cases assigned to you whilst maintaining a brilliant customer experience & securing payment upon enquiry resolution.
• Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that full or part payment is received.
• Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.
• Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
• Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience.

Essential skills/experience;

• Proficiency in Microsoft Office applications including Excel, Outlook, and Word.
• Strong problem-solving, negotiation, and decision-making skills.
• Excellent communication skills with the ability to manage customer interactions via phone and email.

Desirable skills/experience:

• Ability to manage multiple inquiries efficiently and work to resolution targets.
• Comfortable working in a team environment with a focus on delivering outstanding customer service.
• Previous experience in customer service or billing inquiries, preferably within BT or EE.

Our package;

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.