Invoice Administrator

6 months ago

Manchester, United Kingdom JLA Full time

**Invoice Query Coordinator - 2 days working from home - *plus bonus* £23,000k basic plus bonus OTE £26.5k**

**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 experience of taking ownership of customer queries

**Salary**: £23,000.00 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

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: Hybrid remote in Floor 5 Exchange Quay Manchester, M5 3EA

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