Collections Executive in Basingstoke

About the Company

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

About the Role

Your primary duty will be to call our suppliers to chase for payment of outstanding invoices, following an internally standardised process. This is a hybrid role, with an expectation to work from our Basingstoke office three days per week.

Responsibilities

• You’ll handle invoice queries and cancellation requests for unassigned accounts with a view to retaining supplier memberships.
• You’ll clearly explain invoices, payment expectations and next steps to customers.
• You’ll identify the reason for delayed or non-payment and apply the appropriate resolution or escalation path.
• You’ll manage payment-related conversations calmly and professionally while maintaining positive customer interactions.
• Accurately log and manage all customer interactions, tasks and outcomes within ChurnZero and Salesforce.
• You'll reach out to customers ensuring that they have copies of their invoices.
• You'll ensure customer billing contact details are up to date.
• You'll answer inbound emails relating to outstanding invoices.
• You'll work closely with the Customer Success Team and the Finance Team to provide an exceptional service to our suppliers.
• You'll work within the KPIs set and self-manage personal performance against business and personal targets.
• You’ll investigate and resolve invoice issues where possible.

Required Skills

• A minimum of 1 year experience with collections, credit control or other customer-facing roles.
• Exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way.
• Ability to confidently handle pricing and payment objections by clearly explaining information, addressing concerns directly, and guiding conversations towards appropriate outcomes while maintaining positive customer relationships.
• Demonstrate resilience and professionalism when handling challenges - remaining calm, composed and effective under pressure.
• Enjoys being on the phone to customers for most of their working day.
• An understanding of invoices, credit control and/or collections is preferred.
• Great numeracy skills.
• Thorough, good attention to detail, taking pride in a job well done.
• Must be a team player with a desire to build positive relations within the team.
• Ability to learn quickly and to prioritise workload effectively.
• Dependable, organised and ability to follow through on commitments made both internally and externally.
• Proficient computer user.

Benefits

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office