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Head of Billing

Location:
Stroud
Salary Details:
Competitive + benefits
Advertising End Date:
12 Dec 2018
About The Role
As part of the Customer Operations function, this role will report into the Head of Customer Operations and is key to the future shaping, performance and contribution of the Billing function. The successful candidate will be responsible for continuously monitoring and improving billing processes and workflows whilst leading a team to ensure that ongoing business and billing transformation activities are incorporated into daily working practices.

This role is varied in scope, with the opportunity to contribute to projects across Ecotricity. Our transformation program allows the Head of Billing to take the lead with many initiatives providing both core functionality and value add services to significantly enhance our operational capability and customer satisfaction.

Purpose and Scope

Own the BAU Billing operation and deliver on transformation projects. Identify opportunities to deliver process improvement and opportunities across all Billing workflows. Lead a team and inspire them to deliver on future challenges.

Core Responsibilities

The core responsibilities include, but are not limited to:

  • Ensure quality usage data and related information has been provided into billing to facilitate accuratebills for customers
  • Design and deliver a robust operating plan that will allow the allow development of capability to ensure that the relevant cost to serve / industry SLAs / compliance requirements to be achieved across all aspects of billing
  • Manage the end to end Billing process across the customer lifecycle
  • Sponsor the ongoing review of service delivery to identify opportunities for enhancement and efficiencies, whilst balancing operational impact and customer experience
  • Perform process reviews and improvement methodologies in relation to back office workflows to improve customer journeys
  • Build effective partner relationships both inside and outside the business to deliver for the customer and improve NPS and other customer satisfaction measures.
  • Deliver key processes such as Direct Debit reconciliations, pricing changes and other business critical projects.
  • Identify trends / opportunities to continually understand and control risks across billing management
  • Establish and improve Service Level Agreements and contractual responsibility, both internally and externally
  • Lead and direct the development of an effective Billing Management function and ensure appropriate capability, system and process infrastructure and performance management framework
  • Provide leadership and direction to enable management and control of Billing resources to enable delivery to budget and timescales
  • Ensure that all operational KPIs and critical processes are working effectively and supported by strong governance that allows risks to be articulated effectively and managed by all the relevant stakeholders
About You
Essential Skills & Expertise
  • Proven experience in planning for and managing large operational teams and managing supplier relationships
  • Good understanding of the end to end process for billing in the utility sector
  • Good understanding of budget formulation, management and control
  • Leadership, influencing, communication (written and oral), analytical and negotiation skills
  • Highly effective decision making skills
  • Ability to sponsor change/continuous improvement and be an exponent of excellent customer service
  • Ability to work to demanding targets and deadlines while maintaining a high degree of personal and team organisation and focus
  • Confidence, professionalism, initiative and diplomacy
  • Strong leadership skills including listening, empathy, decisiveness, influencing at all levels, stakeholder management
  • High impact and visible credibility at all levels

Desirable (but not essential) Skills & Expertise

  • Utilities/energy sector experience
  • Previously worked within a regulated industry
  • Compliance/Controls monitoring experience

 Competencies & Personal Attributes

  • Ability to negotiate and influence at a senior management level and management of expectations appropriately
  • Ability to achieve challenging financial targets, drive and deliver change
  • Excellent interpersonal, planning and organisational skills
  • Customer focused yet solution/delivery focused
  • Inquisitive, innovative and intellectually courageous
  • Exceptional self-motivation, energy and drive
  • Team player with a ‘Can Do’ attitude with gravitas to push change through the business
  • Ability to cope with rapid changes in work schedules and manage workload
About Us
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.

We’re a not-for-dividend company too – which means we’re free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers – and the awesome team of people here at Ecotricity. Our people believe in our mission – they’re amazing at what they do, and they make a difference every day they come into work.