Customer Care Team Leader (Accounts)

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We are looking for an experienced and motivated Customer Care Team Leader with excellent communication skills to lead the Accounts Team at the Queen Mother Hospital for Animals. 

 The Accounts Team Leader will be responsible for the delivery of a first-class service for hospital clients, forming a vital link between all groups and the hospital clinical teams. You will be responsible for leading the Accounts department within the Client Services team ensuring ownership and responsibility to achieve the company’s strategic objectives. 

• The post holder will work closely with all Front of House teams including the Client Liaison Manager 
• Conduct regular one-to-one review meetings, setting objectives and monitoring progress as part of the appraisal process for the Accounts team
• The post holder will be responsible for answering queries and investigating complaints related to customer accounts 
• The post holder will initiate and participate in process improvements, ensuring all accounts processes are kept up to date and all team members are fully trained 
• The post holder will be responsible for reconciling daily transactions and closing month end accounts
• The post holder will be responsible for covering any gaps in the accounts team to ensure all tasks are completed within set timescales
• The post holder will be responsible for ensuring all invoices are closed and clients pay at time of discharge
• The post holder will be responsible for ensuring the team has a clear strategy and plan of work, and all month end targets are achieved 
• The post holder will be responsible for managing debt, working with the central debt management team
• To identify training and development needs for individuals and the team and deal with staffing issues relating to performance
• Ensure compliance with the applicable processes
• Seek opportunities to drive improvement and drive a culture of keeping things simple within the team
• To ensure compliance with relevant University policies and procedures

Normal working hours per week will be 35, Monday to Friday, 9.30 am – 5.30 pm. This may vary from time to time in consultation with your line manager to ensure Accounts team have full cover on each shift.

The annual leave entitlement is 30 working days per annum, plus bank holidays and concessionary days offered over the Christmas closure period (usually three days between Christmas and New Year). Dependent on the role and the requirements of the service, you may be required to cover during bank holidays and the Christmas closure period. All holiday is to be taken at a time agreed in consultation with your line manager.

We offer a generous reward package and benefits including:

• Competitive and attractive pension package
• Generous 30 days annual leave (plus bank holidays and concessionary days)
• A range of family friendly policies, including adoption, maternity and paternity pay and leave
• On site café and restaurant
• Free membership to gym facilities at Camden and the Fitness and Wellbeing Centre located on site at Hawkshead (gym, badminton, climbing wall, Zumba, yoga and Pilates classes included)
• Cycle to work scheme

To discuss the role further, please contact Michelle Bhogal on 01707 669354 or mbhogal@rvc.ac.uk