Customer Research Executive

As a Customer Research Executive, you’ll report directly to the Customer Research Manager and play an integral role in our dynamic SME Billing and Payments team. This role offers a professional and supportive work environment where your enthusiasm, confidence, and problem-solving skills will thrive. In return, you’ll have the opportunity to develop versatile skills that can propel your career forward in various areas of our business.

We can promise you a hardworking and lively environment that will equip you with skills that could be used across many areas of the business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. We will ask a lot of you, and in return, opportunities for advancement in our company are available for those who put in the effort. We value our people and love to watch them develop and advance in their careers with us.

• Utilise various resources to identify occupiers of sites and compile evidence packs to support findings.
• Investigate eligibility requests and utilise systems like Wholesaler Portals to ensure corrective actions are taken.
• Receive incoming mail and update company records through returned mail workflow.
• Collaborate with team members and other departments to address eligibility and occupancy queries, contributing expertise and cooperation to achieve swift resolutions.
• Manage workload and cases effectively to ensure timely completion, prioritising tasks to meet deadlines without compromising quality.
• Demonstrate understanding of relevant documentation such as the Scheme of Charges, Customer Protection Code of Practice, and Eligibility Guidance.
• Review and investigate the occupancy status of vacant sites from multiple sources, creating comprehensive evidence packs.
• Provide excellent customer service by communicating with customers and keeping them updated on case progress.
• Generate a variety of customer bills with meticulous attention to detail and punctuality, ensuring every bill is error-free and delivered on schedule.
• You will be expected to carry out any other duties that may reasonably be required in line with your main duties.

• Strong problem-solving skills with the ability to work independently but also as part of a team
• Attention to Detail
• Excellent interpersonal and communication skills (both verbal and in writing)
• Competent in all Microsoft office packages including Office 365
• Ability to work under pressure and to meet tight deadlines
• Highly numerate with strong analytical and investigative skills
• Understanding of MOSL market codes in relation to settlement charges
• Awareness of Customer Protection Code of Practice
• Ability to confidently review invoices and identify any errors.
• Ability to use the tools available to identify correct legal entities including Companies House
• Receptive to feedback
• Willingness to take ownership of issues and see them through to resolution.
• Ability and willingness to learn and develop.