About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Responsible for First Customer Communications into EMEA Customer Financial Services Group.

Helps drive a team of highly responsive individuals that resolve EMEA customer Invoices disputes and Inquiries with Customer Experience at the forefront of their mind. Takes ownership and manages workload received through the EMEA Billing mailbox ensuring that all queries are picked up and worked within 24 hours. Works closely with Mgr. Billing Customer Care, looking for ways to improve responsiveness across the team. Acts as an escalation point of contact on Queries received into the mailbox before they are raised into tickets. Collaboratively works closely with the Collections manager and Billing operations to ensure the team are aware of activities that may impact Customer experience and cash collection opportunities. Seeks opportunities for innovation to propel the team to be better than our competion.

The Main Responsibilities

Works with Audit Team to report route cause analysis of disputes and Inquiries so that preventative initiatives can be sought and implemented.

Interacts with Sales to ensure they are aware of customer Invoicing issues and assists with providing key metrics on performance and Customer Experience

Acts as Point of Escalation for queries raised through the EMEA mailbox.

Assists with training within the team on Front office including how to close out quick Wins manages workloads within the mailbox to ensure maximum coverage and responsiveness.

Follows up with Customer on queries managed through the mailbox on correct procedure and preventative actions to avoid future queries.

Helps identify potential customers recommended for Billing Improvement Program by monitoring Customer trends. Works with Audit and FI team to enable FO reporting.

What We Look For in a Candidate

Must be able to demonstrate that they have managed a Customer facing team in a busy department with challenging KPI’s.

Knowledge of Telecoms is desirable but not essential.

Owns the ability to multi task, shows strong organisational skills and is highly motivated to achieve results.

What to Expect Next

Requisition #: 237091

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

When applying for an internal role, you must:

● Have been in your current role, and employed by CenturyLink, for a minimum of twelve months.

● Confirm to your Line Manager which role you have applied for.

● Not have any current disciplinary action recorded against you.

● Not be on a current performance improvement plan (PIP).


Lumen is an enterprise technology platform that enables companies to capitalize on emerging applications and power the 4th Industrial Revolution (4IR). This revolution is redefining how we live and work, creating an unprecedented need for an advanced application delivery architecture—designed specifically to handle the complex and data-intensive workloads of next-gen technology and businesses.


We integrate network assets, cloud connectivity, security solutions and voice and collaboration tools into one platform that enables businesses to leverage their data and adopt next-generation technologies.


Lumen brings together the talent, experience, infrastructure and capabilities of CenturyLink, Level 3 and 25+ other technology companies to create a new kind of company—one designed specifically to address the dynamic data and application needs of the 4th Industrial Revolution.

Similar jobs