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- Tasks: Resolve customer invoice queries and support the credit control team in cash collection.
- Company: Join a supportive and innovative company that values your well-being.
- Benefits: Enjoy flexible working, 25 days leave, gym access, and comprehensive health support.
- Other info: Great career development opportunities and a rewarding recognition scheme.
- Why this job: Be a problem solver and make a real impact on customer satisfaction.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for an individual who is a problem solver and fixer to help support the credit control team to collect cash and reduce aged debtors whilst delivering exceptional customer service. You will have a good general understanding of the structure of the JLA organisation and will have the confidence and tenacity to explain contracts and charges to customers and challenge internal failings. Your role is to handle invoice queries and see them through to resolution, ensuring there is no doubt over what does and does not need to be paid. This will mean creating and managing a network of people across the business to support you in concluding on the query in question. We are looking for a professional and enthusiastic individual; customer service and/or query management experience is a bonus.
When you join the JLA family, you'll also gain access to an extensive benefits package. We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available. To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies. We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
The company offers a unique, all-inclusive package called Total Care; this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.
Key tasks:
- Handling complex and non-standard customer queries in a polite and professional manner
- Escalating complaints and liaising with the wider business to resolve
- Managing a query system that gives visibility of route cause and action taken
- Surface any commonalities in queries and work with the Team Leader/Manager to solution a fix
- Ensuring a smooth hand back to the credit controller to support cash collection
- Support cash, aged debt and customer service KPIs across the team
- Take full ownership of customer queries to minimise internal customer transfers and support one and done
- Managing the Credit Control inbox and IQ inbox as the central point for queries
- Collating and managing high value query reports for your workflow
- Support team admin to prevent queries from developing
Criteria:
- Essential (attributes required for candidate to be considered):
- You will have the ability to provide outstanding levels of customer service
- You will be skilled in creating a network of internal contacts to support the resolution of customer queries
- You will show great initiative and be eager to learn
- You will be methodical and have great organisational skills
- You will have the ability to communicate clearly and articulately, both verbally and in writing
- You will have great problem solving skills
- You will have empathy and patience, with the ability to quickly build rapport with our customers
- You will focus on taking ownership and creating a fantastic customer experience
- You will have a willingness to develop and be adaptable to customer demands
- You will have excellent Time Management skills
- You will have high levels of emotional intelligence
- Desirable (attributes can be trained or developed):
- Good level of computer literacy including Microsoft
- Proficiency of using Office and Smartphone Apps
- Excellent writing skills with the ability to use clear, concise language specific for the purpose and audience
Experience:
- Demonstrated ability to provide outstanding customer service and/or query resolution
- Demonstrated evidence of applying soft-skills such as empathy to resolving customer queries
- Demonstrated experience of taking ownership of customer queries
- Previous experience of working in a credit control environment
- Previous experience working in an internal complaints team
Invoice Query coordinator employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Invoice Query coordinator
✨Tip Number 1
Network like a pro! Connect with people in the industry on LinkedIn or at local events. The more connections you have, the better your chances of hearing about job openings before they even hit the market.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to invoice queries. We recommend role-playing with a friend to build confidence and get comfortable explaining complex issues clearly.
✨Tip Number 3
Show off your problem-solving skills during interviews! Share specific examples of how you've tackled customer queries in the past. This will demonstrate your ability to handle the challenges of the Invoice Query Coordinator role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Invoice Query coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Invoice Query Coordinator role. Highlight your problem-solving skills and any relevant experience in customer service or query management. We want to see how you can fit into our team!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your ability to articulate clearly in your written application. Use concise language and make your points easy to understand. We love clarity!
Highlight Your Initiative: We’re looking for someone who takes ownership of their work. In your application, share examples of how you've proactively resolved issues in the past. Show us that you’re eager to learn and adapt!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Before the interview, make sure you understand the basics of credit control and invoice management. Familiarise yourself with common customer queries and how to resolve them. This will show that you're proactive and ready to tackle the challenges of the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex customer issues. Highlight your ability to take ownership and demonstrate empathy. This will help the interviewers see you as a fitting candidate who can handle the demands of the job.
✨Build Rapport
During the interview, focus on building a connection with your interviewers. Use active listening and respond thoughtfully to their questions. This will not only showcase your communication skills but also reflect your ability to create relationships, which is crucial for the role.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, or specific challenges the credit control team faces. This shows your genuine interest in the position and helps you assess if the company is the right fit for you.