Helpdesk & Billing Manager

We are currently recruiting for a Helpdesk and Billing Manager to work remotely.

Working Pattern: Monday to Friday, 9am - 5pm

Main duties and responsibilities

• Ensure the provision of a client-focused service so that SLA's, priorities and requirements are met.
• Manage the day-to-day running of the Helpdesk, including supervision of staff, management of mailboxes and telephone queues, and escalation of operational issues.
• Ensure service centre resources are managed effectively and that team members are trained accordingly
• Ensure portal, email and telephone requests or queries are logged, answered and actioned in a timely fashion
• Ensure that sites and related data are kept up to date in the CAFM system.
• Liaise with Helpdesk Manager regarding schedule and queue management of the contact numbers and associated DDIs.
• Liaise with the Account Director, Hard and Soft Services Managers and the out-of-hours (OOH) provider to ensure that all after-hours instructions and contact details for sites are correct and maintained
• Oversee the progress of WOs and SQs from Open / Processing to Ready for Invoicing
• Ensure all financial elements of the contract are followed correctly across the team.
• Manage and coordinate:
• WO, PO and Sales Quote generation.
• Updating of WOs and POs following completion of works.
• Linking of supporting paperwork to WOs and maintaining auditable records.
• Entry of attend / finish dates and times, and capture of feedback from engineers and suppliers.
• Obtaining supplier invoices for billing purposes and resolving any queries with suppliers.
• Raise and issue invoices to clients for completed works in line with agreed timeframes
• Maintain an accurate tracker of all works pending billing to ensure no revenue is missed and that month-end billing deadlines are met.
• Cross-check sales quotes against invoices to ensure alignment, highlighting and resolving any discrepancies
• Escalate any works with confirmed payment risk or commercial issues
• Measure and monitor the effectiveness of service delivery against agreed SLAs and KPIs
• Maintain strong financial controls and ensure all billing-related records are up to date, accurate and auditable.
• Maintain the shared drive structure and an efficient archiving / filing system for all customer-related documents,
• Ensure the CAFM and financial systems are used consistently and effectively
• Devise, document and maintain SOPs for Helpdesk and billing processes
• Provide direction, coaching and support to Helpdesk and billing staff
• Ensure that all HR policies and procedures are complied with by the team.
• Ensure compliance with all statutory and company HSEQ procedures.
• Support sustainability and energy reduction initiatives where relevant to Helpdesk and billing operations

Qualifications and Experience

• Excellent working knowledge of Microsoft excel, word, outlook essential and other software programmes
• Third level qualification is desirable but not essential
• 2 or more years' experience in working in a Service Support Centre or similar dynamic environment within Facilities environment or similar
• Strong numeracy, verbal, interpersonal and communication skills
• Understanding of VAT and basic financial / accounting processes
• Experience in operating a CAFM system would be an advantage
• Excellent customer service skills, excellent telephone manner and interpersonal skills

Ref. 17677