UK SSC Team Lead - Customer Collections/Accounts (JR10003549) Chipping Sodbury, England
Our Chipping Sodbury office is close to Yate, a market town that boasts many attractions. Nestled within Yate in the heart of rural surroundings, our office provides an idyllic setting for a workspace. Its proximity to both the M4 and M5 ensures easy connectivity and convenience. This blend of tranquility and accessibility makes it an excellent choice for any working environment, with free parking and an onsite café.
The Heidelberg UK Shared Service Centre (SSC) works alongside the business providing administrative support functions and customer excellence.
The Customer Accounts (CA) department is responsible for risk analysis and assessment of customer credit limits, collection of accounts receivable, and proactive management of all aspects of customer accounts, leading a team of 10 credit controllers.
Key accountabilities
* Ensuring that the team provides excellent customer service; guidance and support to internal and external customers.
* Ensuring team-wide compliance with appropriate processes and controls – leading efficiency improvements and resolving any issues as required.
* Managing the team to ensure first line support and non-standard query requests are processed effectively, resolving and dealing with any escalated issues.
* Ensure the team accurately works within agreed SLA’s on a right first-time basis.
* To work with high levels of integrity and confidentiality.
* Ensuring appropriate records are kept and enabling accurate reporting.
* Lead and promote department and wider SSC initiatives and personal development.
* Drive and motivate the team to ensure targets are met.
* Lead departmental evolution and innovation, supporting the team through any change program.
* Work within the framework of the Leadership Charter.
* And any other task requested by your Department head or any SSC senior manager.
Job dimensions
* Lead and develop a team of Customer Accounts/Credit Control Administrators.
* Responsible for the collection of accounts receivable, via dunning processes and/or key account reconciliation.
* Delivering to core KPIs including overdue debt and DSO targets.
Job requirements
* People management and team leadership experience.
* Credit control experience.
* Excellent interpersonal and communication skills.
* Highly organized.
* Understanding of a Shared Service Centre environment, where Customer Service and process efficiency are critical.
* Relevant experience in a prior role.
The role holder is expected:
* to comply with all aspects of the Hanson Compliance Policy.
* to ensure that all business/operations are performed in accordance with instructions and procedures to prevent any fraudulent activities.
* to comply with the Health & Safety at Work Act 1974 and observe the requirements of the Company Safety Policy and other relevant legislation.
* to update all areas of knowledge as required to carry out the job with maximum effectiveness and to attend training/development courses as required.
* to comply with all aspects of the HR Policies and Procedures of the Company.
What’s on Offer:
Location: Chipping Sodbury
Employer of choice: Armed Forces Covenant (Silver) / Disability Confident Committed / 5% Club (Gold) / Mates in Mind / Clear Assured (Foundation) / The Mineral Products and Qualification Council (MPQC) / STEM Ambassador
Compensation Package: Bonus incentives / Generous Pension Schemes up to 15% / Life Assurance
Work Life Balance: 27 days holiday (excluding bank holidays) / Agile working / Flexible working / Holiday purchase / Sabbatical
Family Friendly: Enhanced policies such as Maternity / Paternity / Parental Leave / Neonatal / Adoption
Social Values: Paid Volunteering Day every year / Communities (LGBTQ+, Network of Women, Women in Science and Engineering (STEM), Armed Forces)
Wellbeing: Employee Assistance Programme (EAP) / Mental Health First Aiders / Cycle to Work / Employee Benefits portal including Gym discount / Free eye tests / Discounted Private Medical cover.
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