Service Support Lead

Ref: 824

Role: Service Support Lead

Salary: £28,000 – £30,000

Located: Rotherham office

Hours: Monday to Friday (9am – 5pm) 

Benefits: 

• 25 days holiday + bank holidays
• Company pension

The role: 

• Lead, mentor, and support a team of Support Services Administrators, fostering a culture of excellence, collaboration, and accountability.
• Monitor team performance, providing regular feedback, coaching, and training to ensure continuous development.
• Set clear goals and KPIs for the team aligned with company objectives.
• Develop and implement efficient invoicing workflows and customer portal management processes.
• Monitor and analyse team activities to identify opportunities for improvement and recommend innovative solutions.
• Stay updated on industry trends, invoicing technologies, and compliance requirements, ensuring the team remains ahead of changes.
• Ensure that all invoices, supporting documentation, and records comply with applicable tax regulations, company standards, and customer requirements.
• Conduct regular audits to identify and resolve discrepancies or inconsistencies in invoicing processes.
• Act as the primary liaison between Support Services Administrators, Branch Service Managers, and other internal stakeholders.
• Escalate and resolve issues related to invoicing discrepancies or customer inquiries in a timely manner.
• Represent the Support Services team in cross-departmental meetings, contributing insights and recommendations.
• Build strong relationships with customers to ensure satisfaction with invoicing and portal processes.
• Proactively address customer concerns, ensuring timely resolution and maintaining trust.
• Ensure all customer portal submissions are handled promptly, with required evidence and approvals.
• Monitor and report on invoicing accuracy, timeliness, and other KPIs to senior management.
• Identify bottlenecks or inefficiencies, implementing corrective measures to meet or exceed performance targets.
• Strong leadership and team-building capabilities.
• Expertise in invoicing systems, customer portal platforms, and workflow optimization.
• Excellent organizational and analytical skills to manage multiple priorities and deadlines.
• Exceptional communication skills to engage with both internal teams and external stakeholders.
• Problem-solving aptitude to address complex invoicing challenges and team dynamics.
• Proficiency in data management, compliance standards, and process documentation. 

The successful candidate:

• Proven experience in a supervisory or leadership role within administrative or invoicing operations, preferably in a service-based industry.
• Advanced proficiency in MS Office (especially Excel) and electronic invoicing systems.
• Familiarity with tax regulations, customer portal management, and invoicing compliance requirements.
• Experience driving process improvements and change management initiatives.