Customer Service Advisor - Billing in Nelson

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses. We are expanding and have multiple open requirements for customer service advisors to join a new team in Nelson, focusing on Billing Services. As part of the Billing Team we aim to deliver excellent customer service and resolve billing‑related queries while ensuring month‑end invoices are delivered on time. You will provide proactive customer service to resellers, account managers and internal teams and ensure all queries are resolved to SLA.

What You'll Be Doing

• Produce and validate bills to ensure compliance targets are achieved for accuracy and timing.
• Utilise skills and knowledge of Billing systems to assist in resolving customer issues to the highest standard.
• Take full ownership of customer issues, seeing through to resolution within the specified timeframe and handle phone calls, emails, and potential face‑to‑face meetings with Resellers.
• Manage and coordinate customer credits, before acquiring sign‑off from someone with the requisite seniority.
• Be involved in team meetings as required.
• Liaise with other departments where required to resolve client issues and manage performance.
• Recommend, influence, and drive through appropriate changes to the billing process.
• Work effectively with other staff to ensure departmental objectives are achieved.
• Create and maintain products, tariffs, and discounts.
• Proactively participate in the delivery of the monthly bill runs.
• Some roles may involve evening or weekend work.
• Pick up any calls or billing process tasks when required.
• Be vigilant for possible fraudulent activity and, if necessary, raise a security incident report using the template accessible via the corporate Intranet.

Skills & Experience Required

• Experience in working with large data sets.
• Aptitude to learn billing platforms and processes.
• Keen eye for detail, analytical and tenacious in identifying root causes and implementing solutions.
• Good communicator, able to build and develop effective relationships.
• Independent self‑starter and flexible team player.
• Strong planning skills and ability to process information logically.
• Strong IT skills including Excel and other data sources.
• Customer service experience, particularly in a billing or invoicing context.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code – embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You’ll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability‑confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.