Helpdesk & Billing Manager

Apleona GmbH; Dublin; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Apleona GmbH is seeking a Helpdesk and Billing Manager to work remotely. You will lead the day-to-day helpdesk operations, supervise staff and ensure timely billing for completed works.

Responsibilities include managing WOs/POs, generating quotes, and maintaining auditable records while ensuring SLA compliance and data accuracy across CAFM and financial systems.

Qualifications

• Excellent working knowledge of Microsoft Excel, Word, Outlook essential.
• 2+ years’ experience in a Service Support Centre in Facilities.
• Strong numeracy, verbal, interpersonal and communication skills.
• Understanding of VAT and basic financial / accounting processes.
• Experience operating a CAFM system would be an advantage.
• Excellent customer service skills, excellent telephone manner and interpersonal skills.

Responsibilities

• Ensure the provision of a client-focused service so that SLA's, priorities and requirements are met.
• Manage the day-to-day running of the Helpdesk, including supervision of staff, mailboxes and telephone queues.
• Ensure service centre resources are managed effectively and that team members are trained accordingly
• Ensure portal, email and telephone requests or queries are logged, answered and actioned in a timely fashion
• Ensure that sites and related data are kept up to date in the CAFM system.
• Liaise with Helpdesk Manager regarding schedule and queue management of the contact numbers and associated DDIs.
• Liaise with the Account Director, Hard and Soft Services Managers and the out-of-hours provider to ensure all after-hours instructions are correct
• Oversee the progress of WOs and SQs from Open / Processing to Ready for Invoicing
• Ensure all financial elements of the contract are followed correctly across the team.
• Manage and coordinate: WO, PO and Sales Quote generation.
• Updating of WOs and POs following completion of works.
• Linking of supporting paperwork to WOs and maintaining auditable records.
• Entry of attend / finish dates and times, and capture of feedback from engineers and suppliers.
• Obtaining supplier invoices for billing purposes and resolving any queries with suppliers.
• Raise and issue invoices to clients for completed works in line with agreed timeframes
• Maintain an accurate tracker of all works pending billing to ensure no revenue is missed and month-end deadlines.
• Cross-check sales quotes against invoices to ensure alignment
• Escalate any works with confirmed payment risk or commercial issues
• Measure and monitor the effectiveness of service delivery against agreed SLAs and KPIs
• Maintain strong financial controls and ensure all billing-related records are up to date, accurate and auditable.
• Maintain the shared drive structure and an efficient archiving / filing system
• Ensure the CAFM and financial systems are used consistently and effectively
• Devise, document and maintain SOPs for Helpdesk and billing processes
• Provide direction and support to Helpdesk and billing staff
• Ensure HR policies and procedures are complied with by the team.
• Ensure compliance with statutory and company HSEQ procedures.
• Support sustainability and energy reduction initiatives where relevant to Helpdesk and billing operations

Skills

Excel

Customer service

Communication

Verbal communication

Supervisory skills

Time management

Education

Third level qualification desirable

Tools

CAFM system

Job description

We are currently recruiting for a Helpdesk and Billing Manager to work remotely.

Working Pattern: Monday to Friday, 9am - 5pm

Main duties and responsibilities

• Ensure the provision of a client-focused service so that SLA's, priorities and requirements are met.
• Manage the day-to-day running of the Helpdesk, including supervision of staff, management of mailboxes and telephone queues, and escalation of operational issues.
• Ensure service centre resources are managed effectively and that team members are trained accordingly
• Ensure portal, email and telephone requests or queries are logged, answered and actioned in a timely fashion
• Ensure that sites and related data are kept up to date in the CAFM system.
• Liaise with Helpdesk Manager regarding schedule and queue management of the contact numbers and associated DDIs.
• Liaise with the Account Director, Hard and Soft Services Managers and the out-of-hours (OOH) provider to ensure that all after-hours instructions and contact details for sites are correct and maintained
• Oversee the progress of WOs and SQs from Open / Processing to Ready for Invoicing
• Ensure all financial elements of the contract are followed correctly across the team.
• Manage and coordinate:
• WO, PO and Sales Quote generation.
• Updating of WOs and POs following completion of works.
• Linking of supporting paperwork to WOs and maintaining auditable records.
• Entry of attend / finish dates and times, and capture of feedback from engineers and suppliers.
• Obtaining supplier invoices for billing purposes and resolving any queries with suppliers.
• Raise and issue invoices to clients for completed works in line with agreed timeframes
• Maintain an accurate tracker of all works pending billing to ensure no revenue is missed and that month-end billing deadlines are met.
• Cross-check sales quotes against invoices to ensure alignment, highlighting and resolving any discrepancies
• Escalate any works with confirmed payment risk or commercial issues
• Measure and monitor the effectiveness of service delivery against agreed SLAs and KPIs
• Maintain strong financial controls and ensure all billing-related records are up to date, accurate and auditable.
• Maintain the shared drive structure and an efficient archiving / filing system for all customer-related documents,
• Ensure the CAFM and financial systems are used consistently and effectively
• Devise, document and maintain SOPs for Helpdesk and billing processes
• Provide direction, coaching and support to Helpdesk and billing staff
• Ensure that all HR policies and procedures are complied with by the team.
• Ensure compliance with all statutory and company HSEQ procedures.
• Support sustainability and energy reduction initiatives where relevant to Helpdesk and billing operations

Qualifications and Experience

• Excellent working knowledge of Microsoft excel, word, outlook essential and other software programmes
• Third level qualification is desirable but not essential
• 2 or more years’ experience in working in a Service Support Centre or similar dynamic environment within Facilities environment or similar
• Strong numeracy, verbal, interpersonal and communication skills
• Understanding of VAT and basic financial / accounting processes
• Experience in operating a CAFM system would be an advantage
• Excellent customer service skills, excellent telephone manner and interpersonal skills

Ref. 17677