Invoice Query coordinator in Sowerby Bridge

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