Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

About the Role

We’re looking for a proactive and analytical Query Management Specialist to join our high-performing team dedicated to ensuring customer satisfaction through accurate and timely billing resolutions.

The Query Management Team plays a vital role in maintaining customer trust by investigating and resolving billing and invoicing issues that may impact payments. As part of this investigative function, you will assess credit note requests on behalf of customers, validate claims with supporting evidence, and work cross-functionally to resolve discrepancies. Your insights will help drive process improvements and ensure the business delivers consistent, high-quality billing experiences.

This is a fantastic opportunity for someone who enjoys problem-solving, data analysis, and delivering great service in a fast-paced environment.

Key Responsibilities

• Review and validate customer credit note requests for accuracy and legitimacy.
• Investigate claims by engaging relevant internal stakeholders and examining supporting evidence.
• Analyse data across internal CRM and billing systems to establish the facts.
• Collaborate with internal teams to correct billing errors and prevent future discrepancies.
• Build and present clear, data-driven business cases to senior management.
• Ensure timely and accurate generation of credit notes and communicate outcomes professionally.

Experience Required

• Experience in customer support, operations, finance, or quality assurance roles.
• Proven ability to handle escalated customer queries or disputes.
• Familiarity with CRM and billing systems.
• Experience in the telecommunications industry is a plus, but not essential.

Skills & Attributes for Success

• Strong attention to detail with excellent analytical and investigative skills.
• Confident communicator with strong verbal and written communication abilities.
• Ability to manage sensitive conversations and negotiate balanced solutions.
• Proactive problem-solver with sound decision-making skills.
• Comfortable working independently and collaboratively in a fast-paced environment.
• Proficient in Microsoft Office, especially Excel.

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At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.