Marcus Peedell Email & Phone Number

Poole, Gb

Poole, England, United Kingdom

Responsible for all aspects of support team management including recruitment and selection, induction and ongoing performance development. Responsible for all aspects of SBS Budgets service desk, training and implementation including capacity analysis, scheduling and quality assurance. Responsible for SBS Budgets contract management including agreeing contract terms, and ensuring Salesforce is kept accurate and up to date. Be the key contact for high value/LA/large MAT accounts, scheduling regular meetings to ensure satisfaction and solicit feedback on product and support. Manage customer retention and satisfaction through case analysis, regular contact and early resolution of disputes. Maintain an understanding of the market and competition, and contribute to the scope of current and future products and features by sharing team and customer feedback. Assist the Director of Operations and Digital in relation to allocation resource for system configuration and product testing when required. Create buy-in for the product and its future vision both internally and with key external customers and partners. Collate and distribute monthly net promotor scores from service desks across all lines of business, identifying areas of strength and opportunity for improvement. Work alongside other managers in the business to identify and implement new and improved ways of working. Be the cross-service lead in respect of ticketing systems, including procurement and implementation. Be the cross-service lead in respect of contract auto-sign software, including procurement and implementation. Work with the Managing Director and ISO Committee to ensure preparedness for future inspections and audits. Represent the company at events, as requested by the Senior Leadership Team.

Poole, Poole, United Kingdom

 Providing an efficient and professional helpline service to the education sector.  Day to day management of the internal service desk operations. Ensuring all information relating to schools is kept confidential and filed appropriately.  Providing financial and computer system advice and support to the education sector, including monthly accounting reconciliation, year-end closure, reporting, bank reconciliations, journals and budget transactions.  Supporting the Consultants who work in the field and be a central point of contact for them.  Providing support and advice to other team members.  Providing data input and troubleshooting support to the finance managed services team.

 Assisting my Relationship Managers with managing the risk, relationship and reward of a portfolio of c50 SME clients that benefit from Invoice discounting and Factoring facilities. Managing the day to day operation of a varied portfolio which covers a variety of sectors including construction, manufacturing, printing, recruitment and security. Providing training and guidance to my two credit controllers and delegating tasks to ensure they prioritize key situations as/when they occur.  Contribute towards the completion of Client facility reviews by collating information, completing KYC/KYB, updating reserves and monitoring operational and financial covenants.  Create, review and regularly monitor credit limits using various sources including google and credit reference agencies. Assisting Business Development Managers across the UK with the set up and take on of new business transactions always ensuring I prioritised my work to meet specific client/customer needs and expectations.  Dealing with client enquiries promptly whilst delivering a high standard of efficiency, accuracy and customer service. Building strong relationships with my clients and colleagues whilst giving a professional and friendly first impression of the business to all visitors and clients. Undertaking general administrative duties such as diary management, typing correspondence and documents and creating and maintaining client records/data.  Whilst in this role I have completed the ABFA foundation course and undertaken fraud awareness training.

 Responsible for the processing and allocation of incoming all BACS payments and cheques for my Clients. Liaising with my Clients regarding any unallocated payments whilst performing against individual and team targets to ensure a consistently high level of service and customer satisfaction. Completing a high volume of credit control calls in order to obtain payment dates from my Clients debtors. Escalating any disputes/concerns to my Client Manger and progressing with legal action where appropriate.  Completion of aged debt reporting with responsibility of reducing the average debtor days across the portfolio. Coordinated customer refunds when required. Provided cover for other members of team as and when required Dealt with any Client enquiries promptly whilst delivering a high standard of efficiency, accuracy and customer service.