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International Billing: Italian speaker Operations Associate

Job Req ID:  30362
Posting Date:  28 Mar 2024
Function:  Corporate Functions
Unit:  Finance, Strategy & Business Services

Building 31, Budapest, Hungary

Salary:  Competitive

About this role

Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organisation that is fully aligned and integrated with the customer facing units.

With a 10,000 people strong workforce, we help drive business growth, enhance profitability, optimise the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.

In Group Customer Billing our goal is to make it easy for our customers to pay on time, so we can bring in the cash for BT to invest in growth. We’re a global team– BT and third party - providing billing shared services to all our lines of business. We understand how our customer facing units' finances work and help them find the right balance between revenue and credit. We cover billing, collections & enquiries, assurance, payment services, credit risk & fraud and transformation.


Why this job matters?

·         Supporting, developing and delivering strategies to improve customer experience by devising and driving initiatives / local process enhancements and working with wider GCB teams and stakeholders.

·         Proactively drive quality, compliance and promote the use of processes, systems and procedures that support the business goals, ensuring that best practice is adopted.


You'll have the following responsibilities

  • Responsible and accountable for specialist processes management and operational support.
  • Support of key process.
  • Create and maintain weekly governance controls within operational teams to meet audit.
  • Responsible for delivering operational excellence in Group Customer Billing processes.
  • Identify and drive process improvements to ensure they are suitable for an ever-changing portfolio, complexity of systems estate and product offerings
  • Responsible for building a proactive approach to identifying key themes/projects which could be used to further de-risk the customer experience
  • Supports improvement projects which look at alignment and improvement across function/Brand/Channel and CFU.
  • Supports processes for Brand/Channel on process and controls
  • To ensure billing completeness (order to bill end to end completeness control)
  • And billing accuracy (contract / billing reconciliation)
  • Virtual managing resources based in India
  • Managing requests for various audits
  • Single point of contact regarding billing data

You'll have the following skills & experience

  • Ability to work as part of a cross functional virtual team and deliver to timescales set
  • Ability to simplify complex issues to aid understanding and translate issues into action which deliver into the goals and targets for the CFU
  • Excellent communication and stakeholder relationship skills required to work collaboratively with CFU/Technology/Channel operational leads to resolve billing issues, support cross-functional working which enhance the overall customer experience
  • Excellent negotiation and influencing skills, working as a collaborative partner to support the change agenda across the Brand / Channel
  • Ability to support longer term billing improvements, removing risk of incidents through development of policies and practices.
  • Knowledge of the billing processes
  • Managing requests for various audits

Experience you would be expected to have

• Experience in Billing / Collections Operations

• Understanding European invoicing / billing legislation and regulatory environment, Italian legislation knowledge is an advantage

• Project/change management experience

• Experience of reviewing and implementing business and IT deployments and controls

• Experience of working in a complex business environment particularly within the telecoms sector​​​​​​​

• Stakeholder management

• English and Italian knowledge on fluent level


Why this job matters

The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.

What you’ll be doing

1. Assists teams in standards delivery, revenue growth and the maintenance of successful relationships with assigned customers
2. Supports the team ahead of customers monthly service review meetings through routine data analysis.
3. Supports the review and progress assessment on continuous service improvement plans for each customer.
4. Collates information and resources in supporting the development of the operational service improvement plan.
5. Acts to resolve routine problems for assigned customers generally covered by existing procedures with limited supervision.
6. Assists teams in regularly contacting customers promote products and services according to the needs of customers, in conjunction with the sales team and with limited supervision.

The skills you’ll need

Customer Service
Issue Resolution
Continuous Improvement
Problem Solving
Service Level Agreement Management
Order Management
Supplier Management
Technical Support
Business Process Improvement
Escalation Management
Project/Programme Management
Decision Making
Growth Mindset
Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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