Location
Gloucester, Gloucestershire | United Kingdom
Job description
About The Role
Essential duties and responsibilities
Cash Collections / Debtor Management
- Maximise monthly cash collections.
- Manage the collection of customer payments to ensure that customers adhere to agreed payment terms.
- Ensure that direct debits are accurate and any direct debit issues, including; chasing original paperwork and contacting the customer where direct debits have been cancelled or return unpaid, are resolved.
- Act on overdue accounts using the appropriate process.
- Ensure all statements, dunning letters and termination of services letters to be issued in accordance with Claranet’s credit control procedures.
- Ensure that all manual/ non-recurring invoices and credit note requests are appropriately authorised, accurate and raised in a timely manner.
- Liaise with the Head of Finance to set targets for the credit control team to ensure that business objectives are met.
Billing
- Oversee all UK customer billing, ensuring that billing is accurate and timely.
- Ensure that all credit notes are appropriately authorised, accurate and raised in a timely manner.
- Ensure excellent customer experience is provided throughout the commercial relationship with the customer, providing high level customer engagement and a consistent approach.
- Support the resolution of complex customer queries.
- Create, deliver, and manage bespoke billing solutions where required for some of our large and more complex customers.
Customer Service
- Work closely with sales, sales support, cancellations, CSM and other teams across the business to provide excellent customer service and ensure customer issues are followed up on and resolved in a timely manner.
- Liaise with both internal and external customers promptly, efficiently and appropriately and act as a point of escalation for any issues raised within the team, whether inter-departmental or from customers or sales directly, ensuring that issues are resolved and payment received from customers.
- Attend customer meetings as required to discuss debt/ billing requirements and to meet with new prospects to explain Claranet’s credit control/ billing processes and to capture customer requirements.
- Ensure that invoicing is accurate and issued in a timely manner and where appropriate discuss billing upfront with customers to ensure expectations are met.
- Ensure that all customer records are accurate and updated in a timely manner.
- Ensure all new applications for credit are correctly vetted and maintain records and monitor credit limits for existing customers.
Business Support
- Work closely with CSM and sales management to ensure appropriate support is provided for key opportunities and ongoing relationship management.
- Prepare monthly aged debt reporting to the SMT.
- Where appropriate take on responsibility for cash collections for any newly acquired businesses, ensuring that processes and controls and quickly aligned to those of Claranet.
- Undertake additional ad hoc duties as directed by the Head of Finance.
Process Improvements
- Continual process improvement for cash collection processes.
- Identify and implement strategies to improve efficiency and effectiveness through consistency of approach across the whole team and across Claranet through both system and process enhancements.
- Work with the Head of Finance to ensure that Claranet’s Credit Control policy and procedures are fully documented and identify areas that are to be reviewed and updated.
- Stay abreast of changes to legislative requirements and accepted practice; lead the change in process and procedure to remain compliant with any such changes.
Leadership and Management
- Supervise a team of Credit Controllers and billing analysts, providing coaching and development to ensure personal and team development utilising the company Performance Management tools and processes.
- Provide/ arrange training for the credit control team and other areas of the business as required.
- Manage any performance related issues in a timely manner.
- Maintain appropriate alignment of Credit Controllers with regions, account volumes and scale as appropriate.
- Recruitment of new members to the team as and when required.
Teams to collaborate with
- Revenue & Cost Assurance – requesting 3rd party costs when assessing credit risk and impact thereof.
- Legal, Compliance & Procurement – monthly meetings discussing accounts with a Legal Banner and seeking advice regarding complex issues and legal impact.
- Order Processing – Order Approvals, Novations and Data Quality.
- Customer Success & Growth – collaborate on customer issues and credit risk.
- Customer and Product PMO – resolve customer queries in respect of delivery discrepancies.
About You
Position specifications
Behavioural competencies – organisational and behavioural fit
- Demonstrable commercial acumen, with good understanding of the key elements of Claranet’s services.
- Excellent communication and prioritisation skills, with proven ability to manage and prioritise multiple tracks of activity, without direct supervision in a fast-paced environment with tight deadlines.
- Excellent verbal and written communication skills.
- Able to demonstrate coordination and resolution of customer issues.
- Highly motivated, pragmatic and energetic team player with a positive, determined, driven and can-do attitude
- Ability to work cross-functionally
Critical competencies – technical fit
- Previous experience of working in a management role or equivalent within a business to business service delivery environment.
- ICM qualification
- Experience of working for an IT and/or Telecoms business
Job tags
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