Although our client is based in Liverpool, after initial training the role will only be office-based for a few days a month. Our client is looking for a Team Leader – Customer Payments to join them on a 14-month FTC. The role also offers flexible working and an excellent benefits package.
THE ROLE
You'll lead and manage a team of Finance Assistants ensuring the provision of quality, effective customer service, and carrying out financial and administrative activity in relation to processing rent payments on behalf of the Group.
Key Responsibilities:
- Lead, develop and motivate the Customer Payments Team to deliver a high-quality service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance
- Proactively manage the performance of the Customer Payments Team by ensuring a quality service is provided during agreed operating hours, team resources are deployed effectively and standards, targets, key performance indicators and service level agreements are communicated, understood and adhered to by team members, dealing with underperformance appropriately
- Act as subject matter expert in customer payments, including providing advice and support to the Finance Assistants to ensure the effective processing of rent payments
- Manage the process of scanning all payment-related correspondence, providing the required support to the Finance Assistants, and ensuring queries and issues are resolved as appropriate
- Ensure that all customer income received is input to the Management System accurately and discrepancies are identified and resolved in line with financial controls
- Manage the reconciliation of cash postings to the Management System ensuring financial controls are adhered to including segregation of duties and appropriate delegation of authority
- Carry out analysis of team data identifying improvements to individual performance and business processes, escalating findings to the Head of Finance Processing on performance against targets and key performance indicators as appropriate, and agreeing on action plans to address underperformance
- Carry out reporting using appropriate systems, to ensure financial data quality and integrity, identifying and investigating financial errors, omissions or duplications and ensuring effective resolution in line with agreed policies and procedures
- Ensure the team is following agreed financial controls and business processes to effectively support Customer Services, dealing with complex financial issues and case resolution when required
- Actively contribute to regular reviews of Finance Processing, seeking feedback from internal and external stakeholders, to continually improve the service provision and identify efficiencies where possible. Improvement opportunities identified and realised should be in accordance with change management protocols.
- Ensure the team provide accurate and timely advice, guidance and support to colleagues and other stakeholders as required, dealing with complex financial matters, escalated queries and issues to ensure effective resolution.
THE PERSON
- You will have experience in successfully managing and motivating a team, including managing team performance
- You will have knowledge of financial controls
- You will have an understanding of the risks associated with non-adherence to financial controls
- You will have a proven track record of managing a high-volume transactional service
- You must be proficient in the use of Excel and customer-focussed with excellent communication skills
- You will be results-driven with strong analytical skills and have excellent attention to detail
