Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

The Assurance Specialist is a fundamental part of our Bill & Collect operations team in TalkTalk Consumer. The role assures the Consumer fixed line and mobile base bill runs.  Day to day, you will assure the bill and payment runs, completing daily, weekly and critical, complex live-1 tasks that support TalkTalk to accurately bill and collect from the customer base.

You will analyse reports to identify trends and potential problems, manage customer queries, being mindful to always consider the customer impact, identify root causes and suggest potential solutions to managers.

We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS) but there is a huge amount still to do, and the Assurance analyst role has a pivotal role to play in ensuring a positive customer experience, as well as driving process improvements across the team.

Your responsibilities

• Assure, sign off, monitoring and accurate completion all consumer and mobile bill cycles

• Complete payment processes ensuring all customer payments are correctly allocated

• Validate high value credits, refunds and automatic compensation credits

• Reconcile bank information

• Assist with audits by providing information requested

• Review NPS and feedback to Continual Improvement Manager

• Answer complex and escalated queries from other areas of the business, reviewing themes and identifying improvements that are necessary.

• Manage the several query inboxes, processing and tracking, ensuring a first-class experience for our internal customers

• Manage Employee accounts ensuring queries are responded to and excellent service provided to our colleagues and partners.

• Carry out manual workarounds where needed until fixes can be implemented.

• Ensure Meter and Billing regulations are complied with.

• To be available for weekend on-call & bill run responsibilities a maximum of 1 week in every 4.

Skills required to be successful in the role:

• Prioritisation

• Team Player

• Communication

• Positive & Can-do attitude

• Ability to work under pressure

What can we offer you?

• Free TalkTalk broadband for all employees!

• Electric car charging points available at our HQ.

• Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.

• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.

• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.