Contract Processing Specialist
4 weeks ago
Job Title: Contract Processing Agent
Reporting to: Customer Loyalty Team Leader
Location: HQ – Shoreham by Sea (Hybrid 4 Days In Office 1 From Home)
Salary: £23,000 - £25,000
Our Values
- Respect - Treat colleagues and customers with respect
- Integrity - Uphold the highest standards of honesty and fairness
- Teamwork - Engage and collaborate with colleagues and partners
- Ambition - Determination to be the best that we can be
About Us:
Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain's private company 'unicorns' after securing a new $1bn valuation.
Job Purpose:
The Contract Processing Agent is responsible for ensuring that customers off-board from Focus efficiently and that all early termination fees are calculated and presented to the customer in line with the off-boarding process. As company churn levels are low compared to industry standards, customer experience is a main priority from beginning to end.
Responsibilities
- Ensure continual observation of new pending cease cases hold verifying customer instruction to depart from Focus Group.
- In the instance that customer instruction is not provided in writing ensure assets are protected and the customer is informed.
- Ensure early termination fees are calculated correctly inline with ongoing contracts across all product areas.
- Ensure all cease requests are raised with the required level of detail into the Operational and Finance teams.
- Ensure all billing items are finalised and closed off.
- Update daily, weekly, and monthly tracking data for analysis and continued monitoring.
- Alert management lines to any common themes that are impacting customers off-boarding or hold commercial impact to Focus group.
Experience / Skills
- Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail.
- Experience working in a fast-paced administration role.
- Ability to multitask and deal with tasks at various steps within a process.
- Good time management and organisational skills.
- Proven track record of working independently and showing persistence, while fostering good working relationships across teams.
- Ability to problem solve and think on your feet.
- Excellent attention to detail.
- Proven capabilities of seeking out solutions.
We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
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