Main Purpose of Job
- To own and manage all aspects of UK NSSLGlobal monthly billing cycle including the monthly management reporting.Responsible for the UK Airtime Billing team and managing the day-to-day airtime activities and liaison with other internal and Group teams.
- The individual must understand the company’s products and services and how that applies to the billing of services to our customers and must be able to produce and analysis airtime reports to aid the CEO, Sales Director and other colleagues.
- To act as NIBS, INSIGHT provisioning and airtime third-party systems subject matter expert to ensure all billing and provisioning requests are resolved for both internal and external customers.
- To support and help other Group airtime teams as required to ensure that Airtime processes and reporting is followed across all groups.
Who we are:
NSSLGlobal is a leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets. Established 55 years ago, the company leverages deep customer understanding and engineering know-how to deliver technical solutions tailored to their customers unique requirements.
In an enviably strong financial position with over 250 employees the company is privately held, profitable and debt free with exponential growth plans. Headquartered in the UK, the company has a global footprint with key offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.
Key Tasks
- Management of NIBS and third-party systems information relevant to provisioning orders, customer accounts, billing profiles and rates.
- To maintain the accuracy of the airtime billing database (NIBS).
- Processing internal and external requests for activations, deactivations, changes of packages for all NSSLGlobal services and ensuring any Early Termination Fees are advised.
- To understand and manage airtime processes and ensure they are performed in a timely manner.
- Responsibility of the monthly billing cycles:
- Ensuring all provisioning requests are configured correctly for billing the product.
- Daily or Weekly housekeeping checks for any errors, non processed CDRs or orders.
- Resolving all errors prior to the products bill run.
- Running invoice processing within the product timeframe.
- Ensure invoice validation before approval and issuing the final invoices to the customers.
- Dealing with queries through to resolution within a suitable timeframe.
- To extract and present analytical reports for billing and activation purposes.
- Ensuring the Freshdesk ticketing airtime queues and tickets are managed within the SLAs and all new tickets are allocated, categorised and the status is changed. Ensure tickets are brought to resolution in a timely manner keeping the customer updated with progress.
- Processing customers prepay voucher sales orders, invoices and delivery of vouchers/pins.
- Liaising with customers, suppliers and other departments to ensure processes are completed accurately and in a timely manner.
- To provide internal and external support and training to teams for the use of NIBS (internal only) and INSIGHT provisioning and airtime modules.
- Checking and approving incoming supplier invoices and purchase ledger activity in liaison with the finance team in a timely and accurate manner.
- Escalation and management of complaints.
- To be part of the wider banking team signing off and approving invoices within their Delegation of Authority procedures.
Supervision
- Will manage the UK Airtime Billing team and be the senior subject matter expert for all Airtime matters.
Assignment and Review of Work
- Work will be assigned by the Head of Product and Airtime.
Decision Making
- Within the limits of the job and authority guidelines.
- Time management and prioritisation of tasks
- Taking ownership and seeing through to completion
- Quality of output to ensure an accurate end result
- When to have emails checked, particularly to customer
Contacts with Others
- Group Airtime teams, Product management team, Credit Control, the Sales Team, Executive Management Team and Global Support Teams.
- Customers and Suppliers.
- All NSSLGlobal offices.
Experience/Skills/Qualifications
Mandatory
- Team management.
- Airtime Billing and provisioning experience, with a track record of delivering high level global customer service.
- Experience of Telecoms billing software and/or billing processes.
- Attention to detail is vital.
- Ability to be proactive, ensuring problems are quickly resolved or escalated
- Ability to priorities, multitask, work under pressure to tight deadlines.
- Excellent written and verbal skills.
- Be self-motivated with a drive to learn services offered by NSSLGlobal.
- Ability to identify and investigate anomalies to point of resolution.
- Good relationship builder.
- Advanced level use of Excel to a high standard to create pivot tables, charts, and lookup queries.
- Intermediate use of Microsoft Word.
- High level of computer skills.
- A professional and flexible approach.
- Flexible, customer focused and self-motivated and team player.
- Willingness and ability to learn quickly.
- Must be organised, methodical and a good multi-tasker.
Desirable
- Knowledge of Access or Sql.
- Experience of working in the Satcoms or Cellular sector.
- Experience with Navision/Great Plains ERP systems.
Most Difficult Part of Job
- Prioritising at times of peak demand and maintaining a steady and balanced view of whole area of responsibility and ensuring a proactive approach to problem resolution.