Master Data and Query Resolutions Executive

Oxford University Press; Oxford; Hybrid; GBP 26,000; Full time

Job summary

A leading educational publisher in Oxford is looking for a Master Data and Query Resolutions Executive to manage customer onboarding and resolve queries within the Credit and Collections department. The successful candidate will need strong customer service abilities, experience handling large volumes of queries, and the competence in using Excel. The role operates on a hybrid basis with a focus on work/life balance, offering excellent benefits, including 25 days holiday, pension contributions, and a discretionary annual payment.

Benefits

25 days’ holiday plus bank holidays

Pension contributions up to 12%

Loans and savings schemes

Local discounts

Discretionary annual payment

Responsibilities

• Setting up and onboarding of new customers in Credit and Collections.
• Investigating and resolving customer queries and disputes.
• Maintaining customer data accuracy and up-to-date records.
• Creating regular query reports and dunning letters.
• Supporting Credit and Collections team with documentation.

Skills

Customer service and/or query resolution experience

Experience in dealing with large volume query environment

Excellent people and workload skills

Competent with Excel

Awareness of meaningful metrics

Experience of SAP

Experience in a shared service environment

Knowledge of the publishing industry

Association of Accounting Technicians (AAT)

Job description

Master Data and Query Resolutions Executive

Your responsibilities will include the setting up and on boarding of new customers within the Credit and Collections finance environment. You will assign agreed payment terms and credit limits within agreed authorisation levels, including maintenance, and ensure customer data is up to date and accurate. You will also investigate and resolve customer queries and disputes so that payments can be made by customer or that credits are raised and/or refunds then actioned. Maintaining self-bill digital accounts with reconciliation or updating status of transactions.

Duties will include:

• Regular query reports created and distributed and dunning letters to be created and distributed.
• Maintain accurate and up-to-date information about customer credit terms, credit limits to ensure an accurate audit trail.
• Produce all Dunning collection runs to support the collection team.
• Identify and distribute to appropriate colleagues re: deductions from payments and record the appropriate query on master file.
• Day-to-day administration support to ensure the smooth running of the department’s outsource service providers such as Biller direct.
• Regular review when required and follow the closure account process within agreed policy and SLA.
• Prepare and support Credit and Collections team and customer services with export documentation where required.
• To support and assist where necessary to meet team objectives and goals.
• Maintain and distribute where appropriate inbound queries Accounts receivable inbox for onward distribution and/or solution.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

• Customer service and/or query resolution experience.
• Experience in dealing with large volume query environment.
• Excellent people and workload skills.
• Competent with Excel and handling large data – simple formulas, copy, paste.
• Awareness of meaningful metrics and the ability to report on team and business performance.
• Experience of SAP.
• Experience of working in a shared service and/or Centre of Excellence environment.
• Experience and knowledge of the publishing industry.
• Association of Accounting Technicians (AAT).

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

This role comes with the added benefit of a discretionary annual payment.

Please see our Rewards and Recognition page for more information.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

In the region of £26,000 dependent on skills and experience