Query Resolution Manager

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Role Introduction

We are seeking an established Query Resolution Manager to join a busy team in an exciting period of change.

What You Will Do

Team

• Lead, mentor, manage and motivate a team of query resolution analysts and administrators, ensuring high performance, productivity and continuous development.
• Ensure Invoice queries are investigated resolved end to end within the team to enable cash collection "fixed once, fixed right and fixed for the future".
• Ensure that the team are aligned to the business model and ensure key points of contact are established to "business partner" with the operations.
• Lead on then training of new starters using the query resolution training packs.
• Support and develop team members in their roles so that they maximise their contribution and potential.
• Conduct monthly 1-2-1 meetings with the team and set objectives, target in line with the overall query resolutions teams objectives.
• Measure the performance (e.g. through Key Performance Indicators) of the team and operational processes against objectives.

Process and procedure

• Establish, implement the non-negotiables of Query Resolution and promote best practices in QR across your Commercial Unit to ensure accuracy, consistency and efficiency in all QR-related activities and processes.
• Highlight any pain points in process and procedures and work with your Collections counterpart - the Credit Manager and the FBP of your Commercial Unit to review, test and amend accordingly.
• Oversee the routing and triaging of all inbound traffic (cases) into your Commercial Unit leveraging the systems to ensure all work is tracked and allocated in a way that drives improved customer outcomes as well as efficient operations.

Systems

• Assist the FBP of your Commercial Unit to ensure existing systems (Salesforce & Netsuite) are leveraged to maximum effect to route, manage and resolve queries across your Commercial Unit and within the function of Fin Ops QR and Collections.
• Work with your QR team within your Commercial Unit and the wider finance teams to ensure systems are fully leveraged with good housekeeping and working practices are adopted and maintained on the platforms.

Stakeholder management

• Act as a point of escalation alongside the FBP of your Commercial Unit, for complex or high-priority customer queries, ensuring appropriate and timely end to end resolution within the team.
• Establish and maintain strong relationships with key customers and wider business stakeholders, understanding their needs and ensuring their queries are addressed promptly and satisfactorily.
• Drive & maintain the query resolution processes with other departments across the business ensuring timely completion of work and proactive & clear customer communications when resolutions are met to prevent any delay or escalation.
• Attendance of the weekly debt calls taking away actions and disseminating to the team as escalation cases. Reporting back on progress made or highlighting any potential exposure areas.

What You Will Have

What You Will Have

• Proven experience (at least 5 years) in query resolution, customer service, credit control and collections or a related role.
• Strong leadership and management skills, with the ability to inspire and motivate a team.
• Excellent problem-solving and decision-making abilities, with a customer-centric approach.
• Effective communication and interpersonal skills, with the ability to collaborate and build relationships with internal and external stakeholders.
• Strong organizational and time management skills, with the ability to handle multiple priorities and meet deadlines.

What We Do For You

Wellbeing focused - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave - 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we're committed to enabling your growth personally and professionally

• Development Programmes - From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus - Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme - Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance - Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets

Recognition - Highlighting and rewarding the great work our people do

• Performance & Talent - Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference - we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! - Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time - Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven - donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here