Premium Assist Analyst

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.

Managed Services is responsible for delivering accurate and timely billing on behalf of our managed customers.

You will play a pivotal role in ensuring the delivery of accurate and timely billing for our managed customers. This role requires a deep understanding of each Premium Customer's unique processes and requirements, allowing you to provide tailored recommendations for optimising their billing workflows. Your expertise will be crucial in evaluating end-to-end billing processes, identifying areas for improvement, and implementing best practices to enhance efficiency and profitability.

By acting as an extension of the client's billing department, you will build strong relationships with clients and their end user customers, ensuring their billing needs are met with precision and professionalism.

Responsibilities & Accountabilities

• Deliver accurate and timely billing for telecoms and IT services on behalf of Giacom’s clients.

• Act as an extension of the client’s billing department, providing invoicing and billing information to end users and customers.

• Ensure 'Metering and Billing' best practices are implemented and adhered to, maintaining up-to-date accreditation.

• Provide billing support to the Managed Services team, completing assigned tasks promptly and accurately.

• Maintain a high level of attention to detail to ensure the accuracy of billing.

• Processing completed orders into the billing system to ensure accurate EU invoicing.

• Build solid relationships with customers to understand their business needs and with customer suppliers to raise queries.

• Support the Premium Assist Consultant to Provide detailed Profit and Loss reporting, highlighting areas of concern to customers.

• Perform daily, weekly, and monthly checks and fraud monitoring on customer billing platforms, including the creation and management of billing periods.

• Assist customers with aBILLity/Affinity platform-related queries via phone and email.

• Support the Premium Assist Consultant on potential areas of loss and suggest remedies to increase margin and profitability.

• Maintain a high degree of customer service for all queries and adhere to service management principles.

• Take ownership of nominated Managed Services customers, ensuring high customer satisfaction.

• Support users in the use of bespoke aBILLity and Affinity software by providing necessary training and advice.

Skills, Qualifications, and Experience

• A flexible and proactive attitude, with the ability to perform effectively under pressure and manage changing priorities.

• Strong ability to understand and interpret both written and verbal requirements accurately.

• Collaborative mindset with the ability to work effectively within a team environment.

• Excellent communication skills, both verbal and written, with a professional and customer-focused approach.

• Proven customer service skills; prior experience in a customer-facing role is preferred.

• Strong punctuality, reliability, and time management skills.

• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Visio.

• Willingness and ability to travel within the UK if required.

• Any previous experience in telecoms or IT services billing, would be nice to have, but not mandatory

What's in it for you?

• Remote Working (With occasional office visits as required)

• 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.

For a comprehensive list of all our benefits, click here.

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.