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Query Resolution Clerk

Booker Group
Job LocationDeeside Industrial Park
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

About the role

  • Ensure all debit note/invoice rejections are recorded in an accurate and professional manner in order for the recipient and supplier to understand the query raised first time enabling the call to be resolved correctly and in a timely manner
  • Ensure all calls are answered within agreed performance measures. Make sure Priority Calls are dealt with efficiently.
  • Through case management check progress of outstanding calls, ensuring open communication with all updates to suppliers and end users where necessary.
  • Actively own all calls assigned to you and use initiative to instigate case management where appropriate.
  • Ensure empathy, ownership and and resolution is applied to each call
  • Ensure that the time taken on a call is kept to a minimum ensuring that the Customer Service, Attitude, Productivity and Effectiveness is kept to a High Standard
  • From time to time you will be required to do specified tasks as delegated by the Team Leader
  • Each individual must be adaptable and flexible to change
Role ResponsibilityWorking within a busy Finance Department, using the query resolution application Zendesk, your main responsibilities are but not limited to:Recording all queries received via email onto ZendeskProactively manage all calls to ensure that they are resolved to pre defined deadlinesEscalate any potential breach of timelinesMaintain excellent customer service standards at all timesProficient in the use of Excel for reporting purposesYou will need to have good attention to detail, have excellent communication skills, and be able to prioritise and escalate any potential issues as they arise.Ensure that accurate and informative information is logged on behalf of suppliers and allocated to the correct resolver within the Booker GroupEnsure that calls are answered efficiently and quickly to minimise potential of 7 day SLA failureIdentify areas for improvement within your teamIdentify own strengths and area for improvement. Work with Team Manager to identify training and development needs and actionsTake responsibility of own area and support relevant departments as requestedAny other ad hoc requirement as specified by the Team Leader / Team ManagerYou will needAttention to detail is essentialCommitted to achieving tight deadlinesPositive attitudeAbility to work within a teamAbility to work under pressureGood Communication skillsAbility to use own initiativeAccurate keyboard SkillsMicrosoft ProductsSap (Desirable)IT literatePrevious Help Desk experience desirable preferably within AP/ARPrevious experience in dealing with supplier queriesWhats in it for youAt Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:
  • A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
  • After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
  • 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
  • Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
  • 50% off complete glasses purchases and free eye tests at Vision Express.
  • 50% off health checks at Tesco Pharmacy.
  • An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
  • After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
  • Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
  • Life Assurance - You are covered for death in service life cover of up to three times annual pay
  • Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family.
  • A great holiday package
About The CompanyBe part of something special. Join our team at Booker.Booker is the UKs leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country.Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and servicefor all our customers.Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require.Wherever you join us, youll be part of an organisation that will help your career to keep moving forward.*Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*

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