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Payments and Refunds Advisor

Location: CHIPPENHAM, WILTSHIRE Salary: 18300 - 18300 GBP Per Annum, inc benefits
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3159401
A fantastic opportunity has arisen to join a highly successful and growing business in the Chippenham area. Our client is looking for a Payments and Refunds Advisor to deliver award winning service to all their valued customers.

As a Payments and Refunds Advisor, you will be an integral part of the Customer Services Team, responsible for administering the Feed-In Tariff payments to the company’s generators as well as providing payments and refunds to their supply customers.

Your tasks can range from cheque production, creation of BACS files and daily Direct Debit files, processing failed and unallocated payments, maintaining customers’ bank details, dealing with customers’ payment queries by phone and email and other account administration.

Other key duties of the role will include:

• Supporting Team Leaders to achieve targets by continually improving productivity, achieving KPI’s and resolving queries and issues
• Delivering a high standard of service to customers, proactively managing the customer experience
• Resolving any concerns raised and when required escalate to the relevant individual or team
• Ensure accurate record keeping internally and also with external parties
• Creating, maintaining and sending appropriate customer correspondence
• Coordinating large scale customer data collection
• Managing data exceptions and complex technical queries, providing feedback to customers to resolve issues
• Assisting with system improvement and testing as well as maintaining process documents
• Providing support and guidance to the rest of the customer service team and other departments on an ad-hoc basis
• Providing responses to queries from current and potential customers in a clear and logical manner, by phone and email
• Working towards team and individual KPIs
• Calculating payments to generators
• Daily direct debit, ARUDD, ADDACs and AUDIS file processing
• Liaising with external bodies over compliance, fraud and regulatory issues
• Completing analysis into issues relating to compliance, fraud and regulatory matters
• Follow data protection and BACs guidelines

If you have knowledge of Microsoft packages and demonstrable experience of working with Excel using Vlookup and a passion for providing excellent customer service in a fast paced environment then this could be the perfect role for you.

If you feel you are the ideal candidate then please apply today or email any queries to

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