Back Office Analyst - Service Orders & Transfers

Customer Activations and Transfers:

• Manage roll ins and roll outs, including monitoring on‐boarding processes (CRrelease through to completion and Account Closure), raising CRs and Service orders, handling exceptions and communicating with networks as required.
• Review customer accounts on/offboarding, including data validation, verifying customer information, and correcting customer accounts with accurate billing details where necessary.
• Manage new connection establishment, including account creation validation (Sales to manage) CRs and service orders are raised, and handle exceptions.
• Managed parked customers, raise/withdraw service orders and change requests, and tend to sales cancellations.
• Manage cancellations and retro transfers.
• Receive other retailers' transfer out requests (Churn/Roll Out)
• Manage demand management configuration, including request demand ratchets
• from networks and upload demand ratchets into billing as required.
• Ensure service orders are completed accurately and within service level
• timeframes.
• Monitor workflow queues to prevent delays and revenue leakage.
• Investigate and resolve exceptions, failed orders, and system errors.
• Liaise with Field Operations to confirm completion and accuracy of works
• performed.

Process and validate service orders including:

• Move-ins and move-outs
• Customer transfers (change of tenancy/ownership)
•  Meter installations, exchanges, and removals
• Disconnections and reconnections
• Special meter reads
• Customer and Market operations
• Daily Market Operation Activities (monitoring leading up to bill run release, Bill run schedule and activities).
• Billing run activities (monitoring leading up to bill run release, Bill run schedule and activities).
• Occupier account management, including account closure churn customer and Occupier account creation.
• Management of Contract terminations, including Account Closure and final bill ofchurn customer.
• Market participant communications, including requests to Transfer sites.
• Support client's Customer Service enquiries, including meter exchange, change of NTC, retro transfer and service orders and CR.

Manage Market Transactions:

• Accurately and promptly raise and monitor the completion of appropriate market
• transactions and Service orders.
• Monitor and Resolve exceptions.
• Raise support tickets and communicate with Market participants as required.

Metering activities:

• Manage metering activities (meter installations/exchanges/MRF/MC change/rate confirmation).
• MRF creation and release.
• Provide rate confirmations with metering providers.
• Communication with metering providers in areas such as faults, sub-reads and estimates, and meter exchange delays.

Billing and Invoicing:

• Handle daily invoice exceptions, ensuring that invoices are generated accurately and promptly.
• Manage monthly invoice quality assurance to maintain high standards of accuracy and reliability.
• Coordinate interval substitute and estimated reads, ensuring accurate billing in cases where actual reads are unavailable.
• Address missing reads promptly and effectively to ensure accurate invoicing.
• Manage cancellations, reversals and rebills to rectify billing errors or discrepancies.
• Facilitate the final billing process to ensure accurate and timely completion.
• Handle adjustments related to loading, ensuring proper allocation of costs, and addressing any discrepancies or inaccuracies.
• Identifies and reports billing inaccuracies
• Participate in monthly bill run & shadow bill run activities
• Analyse consumption trends, revenue performance, and billing variances 
• Develop and maintain regular billing reports
• Develop and maintain billing process documentation
• Follows all documented processed (ie Bill run checklist) Ensure billing practices comply with relevant legislation, regulations, and internal policies.
• Maintain data integrity and confidentiality standards.

Tariff Management:

• Support Pricing by updating and maintaining tariff structures, rates, and pricing for customers.
• Raising support tickets for tariff rate updates.

Dispute Resolution:

• Support resolution of customer billing disputes, investigating discrepancies, and
• providing timely resolutions. This may involve coordinating with internal teams
• such as compliance, or third-party vendors to resolve complex billing issues.

Reporting and Analytics:

• Analyse regular reports to identify issues anomalies and trends and provide insights to support decision-making and process improvements.
• Provide regulatory reporting information to compliance.
• Analyse and report on Empower Core tasks and exceptions Ensure Empower Core tasks and exceptions are assigned and actioned within SLA

Customer Support:

• Providing customer support services related to billing inquiries, billing disputes, and general account assistance.

Regulatory Compliance:

• Ensuring compliance with industry regulations and standards related to billing activities, such as data protection, privacy laws, and consumer protection regulations.

Continuous Improvement:

• Take a continuous improvement approach to identify and recommend improvements to processes and systems which assure the integrity and consistency of data, maximise efficiencies and enhance the customer experience.
• Report system issues internally and to the billing platform vendor and collaborate with the Billing System vendor on system configuration changes and upgrades.
• Propose and test new developments/enhancements/bug fixes.