Job Title: Billing Support Lead
Location: Remote
Department: Finance & Billing
Reports To: Head of Billing
Job Overview:
The Billing Support Lead will oversee and support the Billing Business Support team, ensuring efficient and accurate billing processes for all customers. This role combines team leadership with hands-on billing responsibilities, focusing on accuracy, customer service, and data security. Key responsibilities include managing monthly billing, credit control, customer support, and maintaining up-to-date billing systems. The Billing Support Lead is also responsible for staff appraisals, training, and support, ensuring the billing team meets high standards in accuracy, compliance, and customer service.
Key Responsibilities:
Team Leadership & Support
* Provide leadership to the Billing Business Support team, offering guidance on daily tasks and resolving any issues faced by team members.
* Conduct regular team appraisals, and provide ongoing training and support to maintain high standards in billing processes and customer service.
Billing & Customer Account Management
* Ensure the accuracy and completeness of monthly billing for all customers.
* Set up new accounts for incoming nursery joiners and close accounts for leavers, ensuring records are accurate and updated.
* Oversee and maintain customer billing software (Connect), ensuring it is up-to-date and validated for all customer data.
* Ensuring Connect & Funding Loop systems are accurate, including the allocation of children to grants, checking 15/30 hour codes, supporting the import of information into funding loop when required and adhering to strict deadlines, providing support to team members.
Customer Support & Query Resolution
* Handle and oversee daily queries from parents, nurseries, and internal teams related to billing, addressing complex issues as required.
* Provide specialised billing support to nursery managers, assisting with queries, issue resolution, and process improvements.
* Manage and respond to invoice queries, facilitate payment processing, and coordinate with the finance team for any necessary refunds.
Credit Control & Payment Management
* Lead daily credit control activities, focusing on debt collection and overdue accounts to maintain timely cash flow.
* Provide support with negotiating payment plans and overview of repayments.
* Manage suspension listing coordinating with Nursery Managers.
* Support the setup of Direct Debit mandates, ensuring payment processing and timely collection.
* Reconciliation of receipts received via Knime and transfer across into Connect
* Supporting the Billing Support Team with claims and reconciliations from outside agencies and Student Finance
Application Monitoring & New Joiner Support
* Oversee applications for new nursery joiners, assisting the team in managing inquiries and ensuring smooth account setups.
Data Security & Compliance
* Ensure all team members handle sensitive customer data responsibly, in compliance with GDPR and internal data security policies.
* Emphasise the importance of data security and confidentiality, ensuring all billing information is handled with accuracy and discretion.
Qualifications:
* Proven experience in billing, credit control, or customer support, preferably in a childcare, education, or service-oriented environment.
* Experience in a team leadership role, with a track record of supporting and developing team members.
* Proficiency in billing and customer management software (experience with Connect is a plus).
* Excellent communication and problem-solving skills, with an emphasis on customer service and team collaboration.
Preferred Skills:
* Strong attention to detail and ability to manage complex billing processes.
* In-depth knowledge of GDPR regulations and data security best practices.
* Advanced proficiency in Microsoft Excel and financial reporting tools.
The Old Station Nursery is committed to safeguarding and the safer recruitment processes. Enhanced DBS checks and references are required in line with our Child Protection and Safeguarding policies.
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