Operations and Query Resolution Specialist

Job Title: Operations and Query Resolution Specialist About Tower Leasing: Established since 1989, Tower Leasing Ltd is a funder with the support of brokerage facilities which enable companies across the UK to acquire much needed capital equipment through leasing. We create the opportunity for businesses to manage their cash flow whilst being able to secure the latest assets and technology which enables our customers to stay competitive within the market. Our services also provide the capability to deliver additional funding to support business growth with our wide range of finance solutions. The business is Private Equity backed and has ambitious strategic growth plans. At Tower Leasing our people are our assets, with a growing team of 70+ people we strive to create a working environment where people can both achieve and succeed. Due to expansion we now have an exciting opportunity for a newly created role within the organisation for an Operations and Query Resolution Specialist. Job Purpose: The Operations and Query Resolution Specialist will play a dual role in managing daily operational tasks and resolving complex reconciliation queries. This position ensures the smooth execution of core business processes, including activations, terminations, and payment management, while delivering excellent customer support by addressing inquiries, refunds, and billing adjustments. The ideal candidate will bring strong organisational skills, attention to detail, and experience in resolving financial discrepancies. Responsibilities: 1. Operational Tasks: * Account Activations and Terminations – process account activations and terminations efficiently and accurately * Insurance Management – maintain and update insurance records, ensuring compliance with organizational policies * Direct Debit Handling – manage and process Direct Debit setups, amendments, and cancellations. * Payment Reconciliation and Cash Posting – process and reconcile daily payments, ensuring accounts are accurate and up to date 2. Query Resolution: * Customer Inquiries – respond to and resolve customer queries promptly, maintaining high standards of service * Refunds and Credits – process refunds and manage both paid and unpaid credits effectively * Billing Adjustments – handle invoice adjustments and ensure accurate account updates * Consolidated Invoices – address and resolve issues related to consolidated invoices, particularly for larger accounts * Account Reconciliation – perform complex reconciliations to identify and resolve discrepancies in customer accounts 3. Ad Hoc and Time-Sensitive Duties: * Manage tasks such as payment reallocation and deallocation based on business priorities * Support month-end processes while ensuring that ongoing queries are addressed in a timely manner. Key Skills and Competencies: * Strong organisational and time management skills to handle multiple responsibilities effectively * Proven experience in financial reconciliation and resolving complex account discrepancies * Excellent communication skills to engage professionally with customers and internal teams * Detail-oriented with the ability to process information accurately and efficiently * Proficient in using general financial, CRM, and operational software tools * A proactive problem solver with a customer-focused mindset Qualifications and Experience: * Previous experience in operational roles or customer query resolution * Strong understanding of financial reconciliation processes and payment management * Familiarity with Direct Debit processing and cash handling procedures * Experience with CRM and accounting systems (specific system knowledge not required) Benefits: * Opportunity to work in a role with a diverse range of responsibilities * Contribute to operational efficiency and improved customer satisfaction * Be part of a supportive team with opportunities for professional development * Exposure to both operational processes and customer-focused tasks, offering career growth potential Commencement date: TBC Duration of contract: Permanent Salary: £25,000 – £35,000 dependent on experience Place of work: Location is office based in Bracknell, with working from home hybrid model Hours: the post is full time 09:00 – 17:30 Monday – Thursday & 09:00 – 17:00 on Friday Holiday: 25 days holiday increasing with length of service Other benefits: Private healthcare after 1 year of service, company pension scheme, free onsite parking, company events If you’re ready to join a thriving company with exciting opportunities, we’d love to hear from you! Please note due to the nature of our business the successful candidate will be subject a basic DBS and employment reference checks. Tower Leasing are an equal opportunities employer and we welcome applications from all backgrounds and abilities. If you require any reasonable adjustments making at any point through the recruitment process then please let us know. Please note you must have eligibility to work in the UK to apply for this role. No agencies