At a Glance
- Tasks: Handle customer invoice queries and ensure smooth resolutions.
- Company: Join a supportive finance team at JLA with a focus on customer service.
- Benefits: Enjoy 25 days annual leave, wellness support, and gym access.
- 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: Strong communication skills and a knack for resolving queries.
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
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 in Sowerby Bridge employer: JLA
At JLA, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. Our comprehensive benefits package includes access to mental health support, fitness facilities, and generous leave policies, ensuring a healthy work-life balance. With a strong focus on career growth and recognition, we empower our employees to thrive in their roles while contributing to a collaborative and dynamic team environment in Ripponden.
StudySmarter Expert Advice🤫
We think this is how you could land Invoice Query coordinator in Sowerby Bridge
✨Tip Number 1
Network, network, network! Get chatting with people in the industry, especially those already working at JLA. Use LinkedIn to connect and engage with them. A friendly message can go a long way in getting your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and how they align with your own. Be ready to share examples of how you've handled customer queries or resolved issues in the past. Show them you’re the problem solver they need!
✨Tip Number 3
Practice your communication skills! Since this role involves explaining contracts and charges, make sure you can articulate your thoughts clearly. Try mock interviews with friends or family to build your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the JLA family. Good luck!
We think you need these skills to ace Invoice Query coordinator in Sowerby Bridge
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 love a good fixer, so share those stories that showcase your problem-solving prowess!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language that reflects your ability to communicate effectively, just like you would when handling customer queries. We appreciate clarity!
Demonstrate Your Customer Service Experience:If you've got experience in customer service or query management, flaunt it! Share specific examples of how you've gone above and beyond to ensure a fantastic customer experience. We want to see your passion for helping others!
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 the ball rolling. Plus, it shows you're keen on joining the JLA family!
How to prepare for a job interview at JLA
✨Know Your Stuff
Before the interview, make sure you understand the basics of credit control and how invoice queries work. Familiarise yourself with common issues that arise in this area and think about how you would handle them. This will show your potential employer that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Problem-Solving Skills
During the interview, be prepared to discuss specific examples where you've successfully resolved customer queries or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your ability to take ownership and create a fantastic customer experience.
✨Build Rapport
Since this role requires excellent customer service skills, practice building rapport with your interviewer. Be friendly, listen actively, and respond thoughtfully to their questions. Showing empathy and patience can go a long way in making a positive impression.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of queries you might handle, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
