Billing, Query and Root Cause Specialist - 6 Months FTC

As a Billing, Query and Root Cause Specialist within O2 Business, you will play a vital role in helping customers resolve complex billing issues that are preventing payment and delaying account resolution. You will act as a central point of coordination, working across Revenue Operations and customer-facing teams to investigate, validate and resolve queries while maintaining clear and consistent communication with customers throughout the journey.

In this role, you will take ownership of customer queries end to end, identifying the root cause of billing or account issues, applying accurate system corrections and ensuring robust audit trails are maintained. Alongside resolving individual cases, you will contribute to continuous improvement by feeding back insights and supporting changes that help prevent repeat issues and protect revenue.

O2 Business is our new focused, digital‑first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next‑generation fixed and mobile infrastructure, the new entity will offer a broader portfolio of best‑in‑class solutions – including cloud‑based communication tools, voice and contact centre offerings, and 5G private networks – supported by a culture that prioritises in‑office collaboration, with our teams generally working together on site five days a week.

In order to be considered, you must have the following experience;

• Experience working within Revenue Operations or similar billing and finance operational environments
• Proven ability to investigate and resolve complex billing or account queries
• Strong understanding of billing, collections, disconnections or customer care processes
• Experience maintaining accurate records and audit trails using CRM or billing systems such as Salesforce or Remedy 
• High attention to detail with an understanding of regulatory and compliance requirements

We’d also love you to bring;

• Experience working across multiple stakeholders including Sales, Service, BPO or Legal teams
• Confidence analysing customer and business data to identify root cause and drive resolution
• Strong organisational skills with the ability to manage multiple cases and deadlines
• Clear, confident communication skills with customers and internal teams
• A proactive mindset focused on continuous improvement and preventing future issues

Working at O2 Business, you’ll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we’d love to learn more about you as a person and your experience to date.

When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.