Job Description

Invoice Query Coordinator

2 days working from home -

plus bonus 24,500 basic plus bonus OTE 28,000

25 day's holiday plus bank holidays

Free parking

Monday to Friday

About our business

JLA is a mission critical infrastructure solutions business offering services 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 with daily with customers.

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.

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 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 as the central point for queries Collating and managing high value query reports for your workflow.
Support team admin to prevent queries from developing

Knowledge and Skills

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 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
Job Type: Full-time

Pay: 24,500.00-28,000.00 per year

Benefits:

Canteen Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site gym On-site parking Referral programme Sick pay Work from home
Ability to commute/relocate:

Sowerby Bridge HX6 4AJ: reliably commute or plan to relocate before starting work (required)
Application question(s):

Have you worked within a credit control/debt collection team before?
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ