Query Resolution Manager

OneAdvanced; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Query Resolution Team Lead to drive high performance within a dynamic team. This role involves leading query resolution efforts, ensuring best practices are implemented, and fostering strong relationships with stakeholders. The successful candidate will have a proven track record in customer service and credit control, alongside exceptional leadership skills. Join a forward-thinking company that prioritizes employee wellbeing, personal growth, and financial security. This is a unique opportunity to make a significant impact in a vital sector, while enjoying a supportive and rewarding work environment.

Benefits

25 days annual leave

Employee Assistance Programme

Performance Bonus

Pension Scheme

Discounted Parking

Volunteering Time

Development Programmes

Qualifications

• Proven experience in query resolution and customer service.
• Strong leadership skills with the ability to motivate a team.
• Excellent problem-solving abilities with a customer-centric approach.

Responsibilities

• Lead a team of query resolution analysts to ensure high performance.
• Implement best practices in query resolution across the Commercial Unit.
• Act as a point of escalation for complex customer queries.

Skills

Query Resolution

Customer Service

Credit Control

Leadership

Problem Solving

Interpersonal Skills

Time Management

Tools

Salesforce

Netsuite

Job description

Role Introduction

We are seeking an experienced and skilled Query Resolution Team Lead to join our team. As a Query Resolution Team Lead, you will be responsible for leading a team of query resolution analysts and administrators, ensuring high performance, productivity, and continuous development. You will play a key role in ensuring that invoice queries are investigated and resolved end-to-end, and that the team is aligned to the business model. If you have a proven track record in query resolution, customer service, credit control, and collections, and possess strong leadership and management skills, we encourage you to apply for this exciting opportunity.

Please note this is a 12 month FTC position, working on a hybrid basis from our Birmingham, Mailbox office.

What You Will Do

Process and Procedure

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

Systems

• Assist the FBP to ensure existing systems (Salesforce & Netsuite) are leveraged to maximum effect to route, manage, and resolve queries across the Commercial Unit and within the function of Fin Ops QR and Collections.
• Work with the QR team and 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 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 and maintain query resolution processes with other departments across the business, ensuring timely completion of work and proactive and clear customer communications when resolutions are met to prevent any delay or escalation.

Leadership and Team Management

• Lead, mentor, manage, and motivate a team of query resolution analysts and administrators to ensure high performance, productivity, and continuous development.
• Conduct monthly 1-2-1 meetings with the team, set objectives, and measure performance against key performance indicators.
• Support and develop team members in their roles to maximize their contribution and potential.

What You Will Have

To be a successful Query Resolution Team Lead, you will need to have:

• Proven experience 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 employees when purchasing a digital season ticket.

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 paycheck to help make a difference without lifting a finger.

Who We Are

OneAdvanced is one of the 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.