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- Tasks: Resolve customer invoice queries and support the credit control team.
- Company: Join a supportive company that values your well-being and career growth.
- Benefits: Enjoy flexible working, wellness support, and a range of financial perks.
- Other info: Hybrid work model with excellent career development opportunities.
- 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.
The predicted salary is between 25500 - 25500 £ per year.
Location: Hybrid / 3 days in the office (Ripponden)
Salary: £25,500
Vacancy Type: Permanent / Full Time
Department: Credit Control (Finance, Central Operations)
Reports to: Customer Care and Resolutions Manager
Working hours: 37.5 Hrs
Role overview: 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.
Benefits: 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!
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 willingness to develop and be adaptable to customer demands
- You will have excellent Time Management skills
- You will have high levels of emotional intelligence
- 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 in Ripponden employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Invoice Query Coordinator in Ripponden
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and problem-solving. Think of examples from your past experiences that showcase your skills in handling queries and resolving issues effectively.
✨Tip Number 3
Show your enthusiasm! During the interview, express your passion for customer service and your eagerness to contribute to the credit control team. A positive attitude can make a lasting impression on the hiring managers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can set you apart from other candidates. Plus, it shows you’re proactive and genuinely interested in joining the team.
We think you need these skills to ace Invoice Query Coordinator in Ripponden
Some tips for your application 🫡
Show Off Your Problem-Solving Skills: In your application, make sure to highlight any experiences where you've tackled complex issues or resolved customer queries. We want to see how you can bring that problem-solving mindset to our credit control team!
Be Clear and Concise: When writing your application, use clear and straightforward language. Remember, we’re looking for someone who can communicate effectively, so show us you can articulate your thoughts well in writing.
Demonstrate Your Customer Service Experience: If you've got a background in customer service or query management, flaunt it! Share specific examples of how you've provided exceptional service and built rapport with customers. We love seeing that enthusiasm!
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 get you into our system. Plus, it shows you’re keen on joining the JLA family!
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of an Invoice Query Coordinator. Familiarise yourself with credit control processes and common customer queries. This will help you speak confidently about how you can contribute to resolving issues and improving customer service.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex queries or complaints. Highlight your ability to take ownership and demonstrate empathy, as these are key traits for this role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Build Rapport
During the interview, focus on building a connection with your interviewer. Show your enthusiasm for the role and the company. Use active listening skills and respond thoughtfully to their questions. This will demonstrate your ability to create rapport with customers, which is essential for the position.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of the interview. Inquire about the team dynamics, the challenges they face in credit control, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.