R99 Coordinator - AASC
Full time - Home Based
12 Months FTC
From £23,000pa
The Analytics and Performance team is a vital function within the AASC contract. The department is responsible for producing accurate, current, and insightful Management information to provide all contractual, external and internal functional, performance and insight reporting. The department is also responsible for optimising service performance, driving adoption, effective business change, and ultimately helping to develop a data-driven organisation.
This function is fundamental to the day-to-day operation of the AASC contract and is critical in understanding and improving the business operations. The Analytics and Performance team will work with Serco group IT and MI teams to understand business processes and requirements, identify constraints and opportunities, and recommend optimal solutions. This will include data design, data analysis, data reporting platforms, analytics platforms, knowledge management and reporting support services.
Main Purpose:
The primary purpose of the R99 Coordinator role is to manage the reconciliation of billing data discrepancies between internal systems and the customer records. This role is critical to ensuring accurate and transparent billing processes by identifying, investigating, and resolving discrepancies efficiently and effectively. Through meticulous attention to detail and adherence to established procedures, the R99 Coordinator plays a pivotal role in reducing errors, preventing potential revenue loss, and supporting the integrity of financial data.
What you will need for the role:
Data Discrepancy Management
* Identify, document, and resolve discrepancies between internal and customer systems to ensure accurate billing takes place.
* Action customer reconciliation queries promptly, ensuring timely and accurate responses.
* Maintain engagement with stakeholders to ensure discrepancies are resolved within set deadlines.
Reporting and Quality Assurance
* Creation and delivery of daily discrepancy reports with a high level of detail and accuracy.
* Creation and delivery of monthly reconsideration reports with a high level of detail and accuracy.
* Conduct high level quality assurance checks on reports produced by the R99 function.
* Ensure reports and narratives are complete and meet internal and external standards.
Stakeholder Collaboration
* Establish and maintain effective working relationships with internal and external stakeholders.
* Actively engage and lead in internal and external meetings related to discrepancies and billing.
* Contribute to contract communications and newsletter updates to improve transparency and team awareness.
Administrative Tasks
* Manage mailbox activity, ensuring all queries are addressed within required deadlines.
* Take meeting minutes and track actions following internal and external discussions.
* Provide diary management and task prioritisation for effective time management.
Continuous Improvement
* Participate in continuous improvement initiatives to enhance team outputs and operational efficiency.
* Create and update Local Operating Procedures (LOPs), process maps, and guides to standardise practices.
Additional Requirements
* Be flexible to travel to sites as needed.
Key Skills
* Excellent time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt.
* Strong interpersonal skills and ability to communicate at all levels.
* Experienced in written communication where strong levels of attention to detail are required.
* Experienced with presentation and communication of complex information to a variety of stakeholders.
* Attention to detail with the natural drive to problem solve.
Knowledge and Qualifications
* Excellent knowledge of Microsoft Word (Essential)
* Excellent knowledge of Microsoft Excel (Essential)
* Experienced in PowerPoint
* Experienced with Microsoft Outlook
What we offer:
* Up to 6% contributory pension scheme.
* 25 days annual leave plus bank holidays.
* A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more.
* Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
* A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
* Interesting and enjoyable work.
* Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
CRB Clearance and/or Security Clearance at Baseline level (Serco Civil Government is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office).
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