Customer Finance Operations Co-Ordinator

Forge Holiday Group Ltd; Chester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual bonus scheme

33 days’ holiday

Birthday day off

Pension scheme

Health & wellbeing platform

On-site gym & parking

Employee savings scheme

Life assurance

Job summary

Forge Holiday Group in Chester is seeking a Finance Administrator on a 12-month fixed-term contract to support customer finance and debt collection across Agency and Forest Holidays. The role monitors customer payments, processes bookings cancellations and assists with owner finance and credit control.

Ideal candidates will have customer-facing experience, a finance or accounts background, strong numeracy and excellent Excel skills, with the ability to manage a busy workload and meet deadlines

Qualifications

• Experience in customer-facing role and in finance or accounts.
• Strong numeracy and attention to detail.
• Effective communication and telephone manner.
• Proficient in Microsoft Excel and IT literacy.
• Ability to manage a busy workload and meet deadlines.
• Experience handling customer queries and discrepancies.

Responsibilities

• Monitor customer payments and balances across brands.
• Process booking cancellations per brand terms.
• Carry out post-cancellation debt collection via calls and letters.
• Refer complex cases to Finance Customer Manager.
• Support Owner Finance and Credit Control tasks as directed.
• Maintain accurate process notes and drive improvements.

Skills

Customer facing experience

Finance or accounts background

Strong communication

Numeracy

Excel proficiency

IT literacy

Workload management

Query handling

Working under pressure

Team player / independent

Tools

Excel

Job description

At Forge Holiday Group, we don’t just do holidays, we create unforgettable moments. With award-winning brands like Forest Holidays and Sykes Holiday Cottages, we’re 1,700+ people strong and powered by four values: One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.

We're now looking for a Finance Administrator to join our Finance team in Chester on a 12-month Fixed-Term Contract. If you're organised, customer-focused and confident working with numbers, this could be the perfect opportunity to develop your finance career while making a real difference to our customers and owners.

What You Need To Know:

• Salary: £27,000 per annum
• Contract:12 month - Fixed-Term Contract
• Location & Working Policy: Chester -Flexible hybrid-working policy, with a minimum of two days a week from our Chester head office.
• Team: Finance
• Reports To:Group Credit Control and Finance Operations Manager

The Purpose of the Finance Administrator Role:

To support customer finance and debt collection across Agency and Forest Holidays. The role monitors customer payments, processes booking cancellations, carries out post-cancellation debt collection, and supports Owner Finance and Credit Control. Daily priorities are set by the Group Credit Control and Finance Operations Manager. Customer case referrals come from the Finance Customer Manager. Work follows established workflows and the cancellation terms for each brand.

What We're Looking for:

Essential Experience, Knowledge & Skills

• Previous experience in a customer-facing role
• Previous experience in a finance or accounts department
• Strong communication skills, including a professional telephone manner
• Strong numeracy skills and attention to detail
• Proficiency in Microsoft Excel and general IT literacy
• Ability to manage and prioritise a busy workload and meet deadlines
• Experience handling customer queries and resolving discrepancies
• Ability to work accurately and efficiently under pressure
• Team player able to work independently using own initiative

Desirable Experience, Knowledge & Skills

• Experience in a B2C customer services role
• Experience with credit control and debt collection processes
• Experience producing meaningful reporting
• Experience working in a multi-entity or Group finance environment
• Experience using AI or automation tools in day-to-day processes

Finance Administrator Key Responsibilities

• Monitor customer payments and balances using the agreed payments and balances report, identifying cancelled bookings with outstanding amounts.
• Process booking cancellations in line with the cancellation terms applicable to each brand.
• Carry out post-cancellation debt collection through written correspondence and phone calls, for balances the cancellation terms say are due only.
• Refer to the Finance Customer Manager any case the automatic process cannot handle. Refund decisions sit with Operations and the Finance Customer Manager, and the role does not approve or issue refunds.
• Assist the Finance Customer Manager with customer workflows as directed.
• Support the Group Credit Control and Finance Operations Manager with Owner Finance and Credit Control work, including Owner payment queries, debt chasing and related administration.
• Maintain accurate, up-to-date process notes and records for areas of responsibility.
• Identify process improvements, including upstream errors that generate correction work, and raise them with the Group Credit Control and Finance Operations Manager.
• Ensure compliance with financial controls, data protection and confidentiality requirements at all times.
• Carry out any other duties within the scope and purpose of the role, as requested by the line manager.

Why You’ll Love Working Here:

We want our people to enjoy being part of Forge Holiday Group – and we think our benefits are a pretty good place to start.

• Annual bonus scheme based on company performance
• 33 days’ holiday(including bank holidays), plus up to 5 extra with long service.
• Option to purchase extra holiday days if you wish.
• A day off for your birthday
• 2 volunteering days per year.
• Access to Spark, our health and wellbeing platform.
• Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay).
• Pension scheme with employer contributions
• Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends & family.
• Special offers and discounts designed to enhance your overall wellbeing.
• Health cash plan & life assurance
• Training & development opportunities
• 24/7 mental health support
• On-site gym and parking at Chester HQ (near train station)
• Employee savings scheme
• Long service awards and company events

We’re committed to diversity and inclusion and encourage you to bring your authentic self. Need adjustments for recruitment? Just ask.

Ready to take the next step in your finance career? Join a team that makes unforgettable holidays happen and play your part in creating great experiences for our customers.