Customer Accounts Supervisor - London, United Kingdom - Dove & Hawk

Dove & Hawk
Dove & Hawk
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Accounts Supervisor - Covent Garden WC2 - £32,000 - £35,000
Dove & Hawk are pleased to be working with one of London's biggest names in the student accommodation industry.

My client launched in London in 2008 and now have eight properties in London's zone 1, comprising over 3,800 beds.

The management team has significantexperience of delivering and managing student accommodation, working alongside industry-leading and award-winning architects and using student research to put resident's needs at the forefront of every decision.

The business has an ambitious mission to secure10,000 beds by 2025.

The Role


Organise, Supervise, and motivate the Customer Accounts Assistant to engage with and commit to the debt collection plans and processes.

Support the Revenue Finance team with the implementation and adaption of strategies to successfully deliver against targetsin arrears, debt and revenue reconciliation.

To review and amend customer ledger accounts where appropriate, to ensure financial data is accurate and up to date.

  • Maximise the collection of outstanding monies by role modelling, driving energy and commitment with the Customer Accounts Assistants to achieve recovery targets and other KPIs.
  • Ensure that the Customer Accounts Team is following Stages 14 of the AR Process effectively.
  • Supervise Customer Accounts Assistants to ensure arrears and debt collection plans and processes are followed.
  • Communicate effectively, whether face to face, via telephone or in writing, with customers and colleagues, clearly understanding and responding to their needs, particularly in situations of difficult negotiation.
  • Explain financial statements to customers helping them to understand their current balance and any action they need to take.
  • Monitor the Customer Accounts Assistant arrears conversations and regularly provide feedback to support continuous improvement.
  • Support Revenue Finance Manager in implementing and adapting plans to successfully deliver against targets in arrears, debt and revenue reconciliation.
  • Role Model and encourage cross working, collaborating with key teams, individuals and stakeholder groups to support better performance against key performance indicators.
  • Support Revenue Finance Manager to maximise revenue collection by achieving card registration targets for card payment runs.
  • Execute key property accounts processes such as
  • The Batch Payment Process
  • Bank Transfer Refunds
  • Card payments and Refunds
  • PAR smartsheet requests (eg. Processing of POS invoices, Correction of allocations, Posting of Payment Plans, Posting of Rent Adjustments (under the supervision of the Assistant Revenue Finance Manager)
  • Manage and maintain shared "Accounts Inbox"
  • Ensure Aircall phone lines are manned during agreed hours.
  • Support the Assistant Revenue Finance Manager in keeping customer financial data accurate and up to date including weekly and monthly with data hygiene processes.
  • Perform data hygiene tasks such as releasing Early Leavers, reviewing tenants with more than one booking, unallocated items.
  • Ensure that the Customer Accounts Assistant understand and adhere to the Customer Accounts Process
  • Support Revenue Finance Manager to promote best practice across the portfolio and ensure that operational processes are compliant with company policies.
  • Take accountability and support Revenue Finance Manager to develop and adapt Customer Accounts Process to successfully deliver against targets in arrears and debt and revenue reconciliation.
  • Support the Customer Accounts Assistants in their understanding of complex customer accounts and coaching them to find solutions.
  • Support Learning & Development team to train and motivate the Property Operations team to engage and commit to arrears and debt collection plans and processes.
  • Support the Collect Revenue training of Customer Accounts Assistant
  • Prepare commentary on client arrears and collection metrics under supervision from the Revenue Finance Manager for Priority Debtor reporting.
  • Provide feedback to the broader Finance Team regarding financial policy and procedures to ensure they are relevant to the business and best working practice.
Essential

  • Experience in a financebased customer service role
  • Proven track record in delivering strong results against arrears/debt targets
  • Experience of developing and maintaining relationships with clients
  • Intermediate skills in the use of business operating systems including Microsoft Office
  • Excellent communication skills both verbally and written
  • Good organisational approach to work
  • An analytical mind together with good attention for detail.
Desirable

  • Bilingual
  • Experience of working in a student environment
  • Experience of business partnering across operations
Benefits & Salary


Salary:
£32,000 - £35, % annual discretionary bonus

4 days a week in the office 1-day WFH.

Annual leave: 25 days holiday + bank holidays
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