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- Tasks: Resolve customer invoice queries and enhance cash collection with exceptional service.
- Company: Join a supportive finance team at JLA, focused on growth and well-being.
- Benefits: Enjoy 25 days leave, wellness support, gym access, and financial guidance.
- Other info: Flexible working options and career development opportunities await you.
- Why this job: Be a problem solver and make a real impact in customer satisfaction.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 30000 - 40000 £ per year.
Department: Credit Control (Finance, Central Operations)
Location: Ripponden
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.
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
- 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
Locations
Invoice Query coordinator in Sowerby Bridge, Yorkshire employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Invoice Query coordinator in Sowerby Bridge, Yorkshire
✨Tip Number 1
Network like a pro! Connect with people in the industry, especially those already working at JLA. A friendly chat can sometimes lead to insider info about the role and even a referral!
✨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 effectively.
✨Tip Number 3
Show your enthusiasm! When you get the chance to speak with someone from the team, let them know why you're excited about the role and how you can contribute to the credit control team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the JLA family.
We think you need these skills to ace Invoice Query coordinator in Sowerby Bridge, Yorkshire
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 it easy for us to see how you can handle complex queries with ease.
Highlight Your Initiative: We love candidates who take the initiative! Share examples of how you've proactively resolved issues in the past. This will show us that you're not just a problem solver, but also someone who takes ownership of their work.
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. Plus, we can’t wait to see what you bring to the table!
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. Ask insightful questions about their customer service approach and how they handle invoice queries. This will demonstrate your genuine interest in being part of their team.
✨Be Organised and Methodical
Since the role requires great organisational skills, be prepared to discuss how you manage your time and tasks effectively. You might want to share any tools or methods you use to keep track of queries and ensure nothing falls through the cracks. This will show that you're ready to hit the ground running.