Enquiries Advisor and Cash Collectors

£20k - £40k
Permanent
Manchester
12 Feb 2020
BBBH752785

Multiple Roles Available - Enquiries Advisor and Cash Collectors Needed - Stockport - Permanent Role

Enquiries Advisor - Permanent Role
Cash Collectors - Permanent Role
Location: Stockport, Greater Manchester | Duration: Permanent | £22,300 - £22,900 per year

Acting as an advisor within the Managed Collections and Enquiries teams, you will be responsible for liaising with customers to secure payment, collect cash, resolve enquiries, and deliver an outstanding customer experience. You will be targeted against KPI's for productivity pertinent to the team and role assigned, and quality will be measured though checks completed on telephone calls with customers, and enquiries handled through online and offline manager checks, and customer thermometer surveys completed by your customers.

You'll be:

  • Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimise overdue debt without compromise to customer satisfaction.
  • Investigating queries and aim to resolve in a professional, quality manner, within agreed targets.
  • Act as a single point of contact and identify root causes' and work with necessary teams / units and stakeholders to resolve future occurrences.
  • Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
  • Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices / impact customer experience
  • Escalating cash risks where an impact to cash is identified or anticipated
  • Meeting set targets for cash collection / overdue debt, enquiry resolution, productivity, quality, and customer experience
  • Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts / enquiries and that a promise of full or part payment is received.
  • Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
  • Maintaining accurate records of conversations / actions taken and ensure all reporting is completed within the agreed timescales.
  • Providing cover for colleagues during periods of absence to ensure that key tasks are covered
  • Co-ordinating requests for credits, debits and / or orders to be raised on appropriate live' accounts.
  • Attending conference calls / meetings / 1:1's / forums when / where required
  • Supporting your colleagues, Line Manager and the wider Group Customer Billing teams.

Experience you would be expected to have

  • Experience of working in corporate customer facing roles with high quality call standard / monitoring in place
  • Experience of dealing with inbound customer calls / complaints via telephone and subsequent call handling / resolution required
  • Experience in customer contact handling where billing enquiries are raised / resolved (problem solving)
  • Strong financial acumen / understanding in dealing with account / invoice reconciliations and financial transactions
  • Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.
  • Good working knowledge of Billing, Agent and Collections Desktop, with knowledge of supporting systems CSS, Oracle, CFB (Customer Manager), Radar, Analyst Converge, BTBA.
  • Experience in managing key stakeholder relationships across operational teams and multiple Customer Facing Units including (but not limited to) Sales, Invoicing, Payment Services, Order Management, CDSS.
  • Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency.
  • Hard working, results oriented, team player with a credible track record of successful credit management and enquiry resolution
  • Established and proven relationships within customers and internal teams along with good team building skills to drive value and performance
  • Effective negotiation, influencing and problem-solving skills and the ability to manage conflict well.
  • Confident decision maker, able to consistently display tact and diplomacy with the ability to reasonably defend decisions where required.

KEY SKILLS

  • Experience in credit control / cash collection techniques and process
  • Experience of dealing with inbound customer calls / complaints via telephone and subsequent call handling / resolution required
  • Experience in customer contact handling where billing enquiries are raised / resolved (problem solving)
  • Strong financial acumen / understanding in dealing with account / invoice reconciliations and financial transactions

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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