Customer and Business Support Consultant

5 months ago


Glasgow, United Kingdom Northern Marine Group Full time

**The Customer & Business Support Consultant is the first line support for when customers (bookers / Accounts Payable staff / travelers) are contacting Clyde as part of a reservation’s aftercare be that either because of invoicing / billing queries, general feedback or asking for further financial/transaction data / assistance. The job holder will also play an important part in the final fulfilment of any bill-back related transactions. The role assists with the accurate flow of transactional data from all reservation platforms to the back office and thereby managing its impact on accounts receivable, accounts payable and the interaction with Customers and Suppliers.**:
**Key Responsibilities**:

- Hotel and Car Rental Bill-Back invoicing (reconciliation, obtaining Supplier invoices, adhering to VAT regulations, creating invoices and distributions of back-up all within agreed company KPIs)
- Receiving and satisfactorily responding to any aftercare customer query (invoice clarifications, requests for duplicate documents, statements, back-up, ad hoc data, and reports) for all customers internal and external
- Bespoke Customer Invoicing - any unique process that requires a degree of manual intervention as part of Clyde’s commitment to customisation where possible
- Credit Card Merchant Facilities (PDQ payments)
- Creating and delivery of complex reporting for internal and external customers, to ensure all billing cycles are up to date and correct invoicing supplied timely
- Analysis - the identification of trends in customer queries and the subsequent reporting of these to the Customer Service Manager to reduce the number of queries and provide a better service
- General Administration relating to customer engagement including the promotion of best practise and highlighting any services / tools customers can use to improve their experience with Clyde
- Ensuring all booked transactions flow timely and accurately from the booking platform to the General Ledger while reacting to system errors through various report checks
- Ensure Global Ops Invoice query spreadsheet is up to date
- Daily reconciliation of vendors (non-billback) to ensure all transactions are in the accounting system
- Respond to all financial queries from the internal Finance Department, respond to all queries from consultants / supervisors concerning travel transactions
- Monitor all trends in managing system, scripting, Atriis and missing ticket errors and communicate these coherently to the rest of the unit before escalation to Business Process Manager and beyond
- Play an active part in the investigation of NCRs
- Play a part in the ongoing relationship with travel suppliers
- Monitor available funds for prepaid Suppliers and request further funds when required
- Directly submit and manage any technical supplier failure / disruption or notifications

**Essential**
- 2 Highers minimum, ideally in Maths and English.
- Experience in business administration environment
- Good organisational skills
- Ability to multi-task
- Good written and verbal communication

Closing date:



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