Query Administrator.

Job Description

JOB TITLE:                                     Query Administrator
BUSINESS UNIT/DEPARTMENT:   Data & Process
LOCATION:                                     Chadderton
REPORTS TO:                                Query Resolution Team Leader

To deliver exceptional customer service as part of a dedicated Query Resolution team, and provide accurate and timely support to Credit Control and Billing teams. Ensure queries are investigated thoroughly, and that credits and rebills are input accurately. 

Key Accountabilities & Activities: 

• Investigating, logging, resolving disputes professionally and communicating back to the originator. 
• Working closely with both the Credit Control and Invoicing Team, providing support and assistance as and when required. 
• Raising Manual Invoices and Credit Notes, and processing credit & re-invoice requests. 
• Taking incoming calls (queries and complaints) from customers, sales, billings, etc. 
• Sending out Statements, Invoices, Reminder Letters, etc. 
• Covering other members within the department.  
• To assist in maintaining a satisfactory level of general housekeeping within the department. 
• To carry out additional responsibilities as may be requested by the Management. 
• The post holder will be required to undertake such other duties as may be required within the grade and competence of the post.  Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.

Key Performance Indicators

• Speed of response 
• Accuracy of administration 
• Performance 
• Relationship management  
• Phone etiquette  
• Email etiquette  
• Customer service

Essential qualifications, experience, and personal attributes: 

• Excellent organisational skills with the ability to prioritise daily tasks and good multi-tasking skills 
• Excellent communication skills are essential, both oral and written 
• Excellent knowledge of Excel, Word, Outlook and Microsoft packages 
• Strong interpersonal skills and the ability to manage fluctuating workload 
• Good problem-solving skills and the ability to manage a fluctuating workload 
• Good problem-solving skills and able to use your own initiative 
• Able to work under pressure and under tight deadlines 
• Ability to present oneself professionally when dealing with customers and clients of the business 
• Ability to comply with Health and Safety legislation and VPS practices and procedures 
• Adhere to GDPR