Senior Account Manager

Posted on Jul 11, 2019 by CV-Library

Essex, United Kingdom
Call Center & Customer Service
Immediate Start
£25k - £30k Annual
Full-Time
Our client within the Charity Sector is looking to recruit a Senior Accounts Manager who is an experience payroll technician and a good problem solver as you will be the first line of escalation for the account managers with payroll issues.

MAIN PURPOSE:

To maintain the highest standards in the management of Direct Payment and Personal Health Budget accounts.

To maintain the highest standards of customer service and communication with Direct Payment holders to support them in their role as employers, with payroll and invoice payments.

To be the first of point of contact for all formal complaints and for complex account enquiries

RESPONSIBILITIES OF JOB:

* Co-ordinate the proactive management of accounts to ensure deficit accounts and disputed invoices are addressed in a timely manner, in liaison with relevant stakeholders

* To provide quality assurance, including quarterly audits of accounts, spot checks and updates to processes as required

* Providing the first level support to Account Managers where disputes and issues arise, escalating disputes to the Payment Services Manager when resolutions cannot be found and issue remains live

* Ensure response times to calls and emails are handled by Account Managers in line with agreed protocols and that all account management activity is recorded on the central CRM system

* Record, investigate, respond and take action in relation to all formal complaints, in line with agreed protocols

* Find innovative solutions to continuously improving processes and systems in line with contract expectations and the company's ambitions

* Support the monthly and quarterly collation and analysis of performance data to meet contract requirements

* Establish and maintain appropriate communication with customers using a variety of media, answering queries on their accounts and payroll as appropriate

* Recognise where customers may be vulnerable to financial or other abuse, and take appropriate action to alert others to ensure they are appropriately safeguarded

* This list is not exhaustive and from time to time you may be required to undertake additional duties.

PERSON SPECIFICATION:

* Qualified or currently studying for an accountancy related qualification

* Track record of evidence-based and data led approach to decision making

* Excellent written skills, in responding to customer enquiries and complaints, report writing and records management

* Ability to analyse customer accounts, quickly identify the problem, establish a remedy and take action to resolve

* Demonstrable experience of delivering positive customer services and wider liaison with external and internal stakeholders to support the smooth running of service

* Ability to prioritise workload to meet fixed deadlines

* A completer/finisher with an eye for detail and a ‘get it right first time’ attitude

* An ability to use initiative but to work as part of a team

* Excellent IT skills, able to use CRM, accounting, payroll and Microsoft Office 365 platforms effectively

Reference: 210394276

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