Financial Query Coordinator in Sowerby Bridge

Function: Customer Service Management

Location: Ripponden Office/Hybrid

Reports to: Financial Queries Team Leader

Responsible for staff: None

About our business:

JLA is a mission critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working daily with customers.

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!

Role overview:

We are looking for a proactive problem-solver and fixer to take ownership of financial queries and drive them through to clear, fair, and timely resolution. This role is centred on resolving customer and internal financial queries across all types of charges and invoices, ensuring clarity, accuracy, and confidence in what is owed and why. You will develop a strong understanding of the JLA organisation, its contracts, processes, and charging structures, and use this knowledge to confidently explain, investigate, and resolve queries. This includes constructively challenging internal processes or failures where needed, always with a focus on achieving the right outcome for both the customer and the business.

The role requires you to manage queries from initial receipt through to conclusion, coordinating with colleagues across multiple departments to gather information, reach decisions, and close issues effectively. By bringing queries to resolution, you will contribute to improved customer experience, reduced dispute volumes, and stronger cash outcomes.

We are looking for a professional, enthusiastic individual with a calm, analytical approach and the confidence to take ownership and see issues through. Experience in customer service, financial query handling, credit control or dispute resolution would be advantageous.

Key tasks:

• Take full ownership of financial queries from receipt through to resolution, ensuring issues are concluded clearly, accurately, and efficiently with minimal hand-offs.
• Resolve invoice queries across all charge types, including investigation of contract terms, pricing, billing accuracy, service delivery, and system outputs, providing clear explanations and outcomes to customers and internal stakeholders.
• Manage and progress cases where customer invoices require a valid purchase order, including:
• Investigating missing or incorrect purchase orders
• Working with customers and internal teams to obtain valid POs
• Re-issuing or correcting invoices where required
• Ensuring queries are concluded in a way that supports timely payment
• Act as the central point for the review and management of credit requests across the business, including:
• Validating credit requests against agreed criteria and supporting information
• Challenging incomplete or unsupported requests
• Raising approved credit adjustments accurately within the financial system
• Ensuring auditability and clarity of decision-making
• Manage multiple shared inboxes (Credit Control, Invoice Queries, Purchase Orders), triaging requests, assigning ownership, and ensuring agreed response and resolution timescales are met.
• Maintain clear visibility of all open queries and cases through structured case management, documenting root cause, investigation steps, actions taken, and final resolution.
• Build and manage effective working relationships across Finance, Sales, Operations, Service, and other support teams to enable timely investigation and resolution of complex issues.
• Proactively identify recurring issues, root causes, and process failures.
• Confidently explain contracts, charges, invoices, and financial processes to customers, resolving disputes fairly while protecting the interests of the business.
• Ensure query resolutions are handed back cleanly where appropriate, with clarity on outcomes, next steps, and any actions required to enable payment.
• Produce and manage reporting on high-value, complex, or aged queries, providing insight into themes, risks, and opportunities for improvement.
• Support continuous improvement by contributing to clearer billing processes, better internal controls, and improved query prevention activity.
• Deliver a consistently high standard of customer service, maintaining professionalism, empathy, and clarity even in complex or sensitive financial discussions.

Criteria:

Essential (attributes required for candidate to be considered):

• The ability to provide outstanding levels of customer service.
• Skilled in creating a network of internal contacts to support the resolution of customer queries.
• Show great initiative and be eager to learn.
• Be methodical and have great organisational skills.
• Clear and accurate communication.
• Problem Solving.
• Empathy and Patience.
• Rapport building.
• Ownership.
• A willingness to develop and be adaptable.
• Excellent Time Management.
• High level of emotional intelligence.
• Computer Literate including Microsoft packages (Excel, Word, Outlook).
• Excellent Written Skills.

Desirable (attributes can be trained or developed):

• Knowledge of service delivery and operations in a field-based environment.
• Familiarity with case management or CRM systems (e.g. Dynamics, Salesforce, Zendesk).
• Understanding of financial/commercial levels (credits/compensation/retention impact).

Experience (what you have done):

• 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.

Personal qualities (the way you think and act):

• Proactive and self-motivated.
• Calm, confident and professional under pressure.
• Detail focused with the ability to think systemically.
• Comfortable taking ownership and accountability.
• Collaborative.