Customer Advocate – Billing and Payments

About the role

Watercare is seeking a customer‑focused Customer Advocate to join its Customer team in Newmarket. In this specialist position you will manage billing and payment processes, ensuring customers receive accurate information and high‑quality service.

Key responsibilities

• Process customer payments and reconcile suspense accounts.
• Maintain accurate billing and customer account data.
• Review billing cycles, exception reports and invoice proofs.
• Resolve payment, billing and system‑related issues.
• Provide specialist advice and support to frontline customer teams.
• Educate customers on billing processes and account management.
• Contribute to continuous‑improvement initiatives and system training.
• Collaborate with internal teams and external partners to deliver outstanding outcomes.

Required profile

• Minimum 3 years’ experience in a high‑volume, multi‑channel contact‑centre environment.
• Experience in accounts receivable, revenue management, billing operations or a similar finance function.
• Strong written and verbal communication skills.
• Excellent attention to detail and problem‑solving ability.
• Customer‑centric mindset with the ability to manage competing priorities under pressure.

Required skills

• Working knowledge of billing systems.
• Familiarity with CRM platforms.
• Experience with contact‑centre telephony.
• Proficiency in the Microsoft Office suite.

What we offer

• Competitive salary and staff benefits package.
• Training and development opportunities.
• Life and income protection insurance.
• Generous parental leave.
• Employee discounts at major retailers.