Billing Analyst - Retail Operations

Permanent - Full Time
Based in East Melbourne, VIC
Be part of a growing and exciting business that is reshaping the future of energy.
About Ampol
We are proud of our heritage. We have been powering better journeys for all Australians for over 100 years. As Australia’s very own fuel brand we are committed to making those journeys easier by meeting Australia’s needs at every step with the care and service we all deserve. And, as we grow, we continue to evolve, to ensure we have low carbon solutions that will meet the needs of our customers well into the future.
As part of the energy transition for transport fuels, Ampol is developing new positions in the energy markets outside of its traditional liquid fuels market with the growth focus being into electricity. Energy Transition and Decarbonisation is one of Ampol’s four strategic pillars, a key priority area that will help ensure we deliver on our purpose to ‘power better journeys today and tomorrow’.
About the role
We have an exciting opportunity available to be part of the Ampol – Energy Solutions Billing department as a Retail OperationsBilling Analyst. This role will be responsible for billing Ampol Energy Retail customers (Commercial industrial, business and residential.) and assisting with the continued development of the billing department capability to ensure timely and accurate delivery of bills.
You will be required to execute daily, monthly, and quarterly billing by monitoring and resolving complex exceptions, identifying root causes of issues and responding to both external and internal enquiries.
Key responsibilities
Ensure customers across all NEM jurisdictions are billed on a timely and accurate basis
Assist with developing processes and procedures to ensure the department is well prepared to bill a variety of tariffs and for scale.
Work with a sense of resilience through the timely and accurate dispatch of bills to Business (large and small) and Residential customers residing within the NEM
Participate within billing related projects to by undertaking UAT; reviewing documents and providing billing specific advice.
Manage billing enquiries and complaints through to their resolution (internal and Ombudsman) and provide responses within set SLA’s.
Ensure customer billing requirements such as concessions, payment and hardship plans are set operating in accordance to regulatory and compliance requirements
Work closely with Customer Service team to review complex billing issues and know when to escalate to IT or advise a resolution – according to jurisdiction.
Responsible for identifying systemic errors and trends whilst being proactive in providing suggestions and action plans by collaborating with the Retail Energy Solutions Operations team.
Document business processes and procedures and keep up to date with regulatory and compliance requirements impacting billing.
Identify opportunities to make and recommend process improvement, while at all times maintaining an exceptional level of customer experience.
About you
We are looking for individuals that can thrive in a dynamic, fast-paced environment characterized by constant change, where each day brings new challenges, and a strong inclination towards continuous learning. Someone that finds excitement in a challenge of growing a start-up growing business unit with lots of potential within the emerging energy market working with the view to improve how the department is billing, mitigate complaints and deliver accurate and timely bills to customers.
The ideal candidate will have minimum of 3-5 years’ experience working in a billing capacity within the Energy sector, billing Commercial, Industrial and Mass-Market electricity customers.
Key skills and experience
Qualifications in Business or Finance
NEM energy related /experience
Experience in billing Embedded Network
Ability to interpret Network Invoices/NUOS/Meter data related files
Demonstrated experience developing and/or improving billing processes
A solid understanding of tariff structures across segments and jurisdictions and the NEM
Understanding of retail electricity regulation and compliance requirements that have an impact on the bill
Understanding LRET, SRET, LGC, Spot and Pool pricing and their relationship to the bill
High level numerical and analytical skills with the ability to identify issues and inaccuracies.
Intermediate to advanced excel literacy
Excellent customer service skills
Excellent organisational skills and attention to detail
Excellent communication skills (written and oral)
We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders. We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.