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Key Accounts Collections Agent job in Manchester

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Job Ref:  1617972
Employer:  Tyco
Country:  United Kingdom
City:  Manchester
06/10/2016 22:11
Job title: Key Accounts Collections Agent

Reporting to: Key Accounts Team Leader

Line reports:

Job summary:
• To progress payment of outstanding account items and action Key Account customer enquiries, to facilitate in the timely collection of cash from Tyco customers
• To receive and action Key Account customer account queries and liaison with the field on operational issues to ensure timely resolution

• Cash collections performance
• Disputed debt levels
• Speed of resolution of disputed debt
• Ageing of debt on customer accounts
• Account Management/Customer Retention
• Customer Service

• Functional, Operational Area Line Managers, Management Teams , National & Key Account Managers
Stake Holders
• Key contacts:
National & Key Account Managers/Directors/Service/Installation/Operations Managers, General Managers, OTC Management

Key Accountabilities
• Focus on the delivery of an enhanced customer experience
• Telephone & email chasing of Key Account Customers for outstanding account items
• Handling incoming Key Account customer account/invoice related calls and correspondence
• To respond to customers with disputes to ensure resolution in a timely and expeditious manner and facilitate resolution as may be necessary
• Interaction with internal departments to ensure customer queries are effectively resolved and documented where appropriate
• The updating of collection systems to reflect changes in customer requirements and recording of activities undertaken
• Supply supporting documentation where required to customers to improve and speed up their readiness to pay
• The agreeing and raising of credit notes within predefined guidelines
• To provide supporting documentation where necessary to enable effective commencement of litigation on customer accounts that have defaulted
• To prioritise workload to ensure agreed objectives are achieved. This to include continuous focus on aged disputes and cash collection and achievement of customer satisfaction
• To undertake regular tasks/activities to include:
• Copy documentation and purchase order requests
• Contract detail change requests
• Updating diary reviews where customer contacts have been made
• Action incoming post and correspondence
• Action daily incoming e-mail enquiries
• To process online payments using EPDQ facility where appropriate
• Prepare cash allocation requests
• Review generated chase letters prior to posting
• Prepare account reconciliations as may be necessary
• To update collection system with the details and outcome of each customer contact and create follow up actions where necessary
• Liaison with billing teams to ensure that customer requirements are correctly reflected in our source systems
• Visit customers as necessary, to agree on progress and resolution of account issues and provide support to Account Management
• To foster effective working relationships with the invoicing teams in order to ensure that mutual goals are recognised and focused upon
• To conduct regular reviews with Operations & Sales Account Management to resolve outstanding issues in a clear and defined manner and record such activity on collection system.
• To achieve pre-determined performance targets
• To ensure that our brands are actively promoted to customers at all time

Person Specification
• Strong mentality and adaptability, to be able to make fast and good decisions
• Excellent communication and interpersonal skills – good telephone manner and appropriate business communications
• Results orientated – able to work under pressure and in a monitored/targeted environment.
• Self motivated, enthusiastic, able to bring a sense of urgency to situations and to demonstrate an active approach
• A self starter, promoting personal development - encourages the same in others
• Ability to work as part of a successful team
• Learning/Change Agility: eagerness to continuously review delivery of services to ensure delivery is always optimum.
• Embraces technology and its advantages – accurate data entry skills
• A positive person, who looks for opportunity to achieve
• Willingness to undertake irregular working hours
• Cultural fit with Tyco values

Competencies (Leadership Essentials)
• Customer focus
• Drive for results
• Integrity & Trust
• Approachability
• Functional/Technical skills
• Excellent communications skills/ability to communicate at all levels.
• Learning / Change agility
• Interpersonal Savvy
• Effective problem solving skills
• Standing Alone
• Listening

• Collections or customer service environment 2-3 years
• Demonstrable experience of delivering effective customer responses
• Customer Service experience
• Negotiation

• Various ERP/Customer Solutions systems
• PC Literacy, including Microsoft Office products
• Analytical skills to reconcile accounts and prepare detailed statements
• High level of numeracy
• Demonstrable experience of delivering effective customer responses
• Customer Service Measures
• Negotiating skills

• Higher Education equivalent


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