Our Bureau Team is seeking a Billing Analyst to come and join the ever growing team. Out Bureau Team provides a bespoke service to out customers and is one of our largest teams.

This is a permanent Full-time role and will be remotely based with occasional visits to our office as and when required. You will join an experienced team who are nurturing and supportive however previous experience in a similar role is vital for this particular role.

To apply, please send your CV and salary expectations to Bernice.Martens@unionstreet.co.uk

No agencies please.

Professional & Personal Skills

• Flexible attitude, ability to perform under pressure
• Ability to interpret written and spoken requirements
• Ability to work well within a team
• Excellent communication skills
• Excellent customer service skills, experience preferred
• Excellent punctuality and time management
• IT literate with experience of Microsoft Office products

Duties are as follows:

• Complete daily, weekly & monthly checks and fraud monitoring on customers billing platforms & Creation of new billing periods
• Completion of a Basic monthly bill run.
• Maintaining accuracy on bureau internal systems and all related documentation
• Daily & monthly file imports
• Resolution of advanced non-commercial call rejects
• Production of bureau customer reports
• Resolution of billing incidents and requests
• Provide a high level of support to team members & The Bureau Team Manager
• To take ownership of nominated tasks to ensure a high degree of customer support and satisfaction
• To maintain an exceptional customer service experience for all our customer’s
• To attend internal training and meetings when required
• To preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System.
• To implement and adhere to all aspects of Union Streets TMBS
• To implement and adhere to Union Street Best practice

Knowledge:

• Technical or software qualifications would be advantageous to this role
• 2 Years’ experience in a similar role, preferably within Telecoms.

Our dedicated Support Team are seeking Service Desk Analysts to come and join them to continue to provide excellent service to our highly valued customers.

These are permanent Full-time positions which will be remotely based at present until a safe return to our offices are initiated and then we will require 1 person to be based at our Richmond office and another at our Chatham office.

Please send you CV directly to bernice.martens@unionstreet.co.uk

No agencies please

Professional & Personal Skills

• Excellent customer service and communication, and interpersonal skills.
• Builds strong working relationships with customers and colleagues alike.
• Very good problem-solving skills. E.g. methodical & logical approach.
• Willingness and ability to learn new technologies and products.
• Ability to communicate technical information in a clear and understandable manner to a non-technical audience.
• A good understanding of web based software, technologies, systems, and processes.

Duties are as follows:

• Customer focussed & proactive mindset.
• Single point of contact for all customers contacting support. This will primarily be via the following methods:
  • Phones
  • Support Portal
  • Web Chats
• Friendly, professional, and confident telephone manner.
• Triage all tickets into support to ensure they are prioritised correctly.
• Efficient and effective ticket management and resolutions to maintain Key Performance Indicators (KPI’s) & Service Level Agreements (SLA’s).
• Takes ownership of support tickets in their queue and ensures they are responded to and resolved within SLA.
• Able to trouble-shoot technical issues and proactively find resolutions.
• Ability to understand and follow processes for best practice.
• Support the major incident management and problem management processes. as required.

Knowledge:

• A knowledge of telecoms billing.
• Knowledge of ITIL or ITIL Foundation qualification.
• A knowledge of Microsoft technologies – Azure / SQL / Active Directory.

Our Head of Sales is looking to recruit a Solution Consultant is come and join our highly experienced and successful sales team. This is a crucial role within the team and a personal development plan will be created, and product specific training will be provided in-house to provide the platform for your success in this role. This is a Full-time role where you will be predominantly home-based, and at customer locations nationally. #This is an exciting opportunity to work with some of the best sales professionals in the Telecoms industry.

For further details and to apply please contact – Bernice Martens, HR Manager at bernice.martens@unionstreet.co.uk

Professional & Personal Skills

The successful candidate will approach work with a pragmatic mind and will have exceptional communication skills both verbally and in written documentation.

• You’re a great people person who is able to work alone and as part of a team, managing your own time effectively to achieve an end goal.
• Excellent attention to detail with proven strong project documentation.
• Excellent communication skills both verbal and written and must be able to modify and tailor communication to the needs and level of understanding of the client.
• Great understanding of business processes and a logical, commercial approach to problem solving.
• Your background may be technical or as a “super-user” in a software solution.
• Experience in assessing customer requirements against a software-based solution. You’ll have a strong understanding of the technical analysis, design, and documentation.
• Experience within specific industries such as software development, telecoms, and IT/cloud services.
• Proficiency at using MS Excel, MS Word, MS Teams and other Office 365 productivity applications.
• Understanding and exposure to software solutions including cloud-based solutions.
• The ability to build strong business relationships with the customer at all levels of an organisation.
• Ability to learn quickly and be willing to undertake training for the role and for personal development.

Duties are as follows:

The tasks of the role are related to the provision of the business software solutions and as such may vary depending on the specific needs of the client and project.

• Work with clients to understand functional requirements and business processes.
• Provide technical/functional product support to Union Street Sales Executives during the sales process.
• Conduct product demonstrations and presentations; remotely, at customer premises, and at events/exhibitions.
• Produce effective “Statement of Works” documentation to ensure successful transition from pre-sales to implementation.
• Plan custom configurations and design feature enhancements to meet bespoke requirements.
• Provide client recommendations on how to improve business efficiencies whilst promoting our solutions.
• Respond to RFI/RFP documents from high-value B2B clients.
• Build strong relationships with clients to learn and understand the nature of their business.
• Clearly communicate project deliverables to Union Street Project Managers and Implementation teams.
• Keep up with new releases of the software solutions and associated technologies.
• Develop an understanding of the software capabilities, features, and limitations.
• Participate in collaboration with other departments such as development, support, and operations.
• Working at customer premises, at company office locations, and from home.

Knowledge:

• Experience working within a reseller/MSP company in the telecoms IT industry.
• Experience of using billing systems such as the Union Street aBILLity or Aurora Affinity platforms.
• Understanding of relational databases and MS SQL.
• Experience in delivering user workshops and training both one-to-one and in small groups.
• Experience in using MS Dynamics 365

Our Head of Customer Success is seeking  experienced Account Managers to come join her flourishing team as Customer Success Managers. Experience in the Telecoms industry is highly beneficial for this role to be truly able to deliver and provide exceptional customer service at the highest level. This is a permanent full-time position and will be based remotely initially however you may be required to attend the office once COVID rules are lifted as and when required.

Now is an exciting time to join UST as we are embarking on a new period of growth throughout the company and opportunities are abundant. For further details and to apply please contact – Bernice Martens, HR Manager at bernice.martens@unionstreet.co.uk

Professional & Personal Skills

• Understanding of ITIL
• Is client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising budgetary constraints.
• Has the ability to listen effectively, to diagnose a client’s problem and find an appropriate solution whilst working with the appropriate technical teams to do so.
• Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.
• An effective communicator who engages with the business and makes a valuable contribution to its success beyond your own function.
• Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.

Duties are as follows:

• Maintain a deep understanding of our products and new event features, to advise customers on how best to succeed based on their specific event needs.
• Schedule and chair quarterly call with each customer (specific tiers only)
• Ensure all tiers of customers are aware of your role and value add to their business.
• Regularly visit customers, take meeting notes, and update Service Improvement Plans (SIP)
• Provide hourly updates on P1 tickets.
• Identify and coordinate customer training.
• Ensuring the most recent contracts and SLAs are held within the service management platform.
• Ensure customer SLAs are met and if not met are flagged to the appropriate manager.
• Produce monthly service reports for all customers.
• Take full ownership of any new customers onboarding allocated to you, to ensure a successful onboarding experience and service level continuation when BAU.
• Producing and updating SIP
• Ensure customer feedback is used to improve software and/or service. Feedback must be passed to Manager who will then flag with the management team.
• First point of contact on Account and Case Escalations
• Full ownership of customer renewals and ensuring your accounts are in term.
• Upsell any new products from Union Street portfolio
• Work with Operations to conduct periodic health checks to ensure the customer is receiving the maximum from software and service.
• Ensure customers are always kept up to date with Industry, legislative and Union Street announcements and changes.
• Minimize Churn
• Own customer complaints
• Conduct annual customer satisfaction (CSAT) survey

Knowledge:

• Previous experience in Telecoms
• Previous experience as an Account Manager