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Query Resolution Clerk

Please Note: The application deadline for this job has now passed.

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 Responsibility

Working 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 Zendesk

Proactively manage all calls to ensure that they are resolved to pre defined deadlines

Escalate any potential breach of timelines

Maintain excellent customer service standards at all times

Proficient in the use of Excel for reporting purposes

You 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 Group 

Ensure that calls are answered efficiently and quickly to minimise potential of 7 day SLA failure

Identify areas for improvement within your team

Identify own strengths and area for improvement.  Work with Team Manager to identify training and development needs and actions

Take responsibility of own area and support relevant departments as requested

Any other ad hoc requirement as specified by the Team Leader / Team Manager

You will need

Attention to detail is essential

Committed to achieving tight deadlines

Positive attitude

Ability to work within a team

Ability to work under pressure

Good Communication skills

Ability to use own initiative

Accurate keyboard Skills

Microsoft Products

Sap (Desirable)

IT literate

Previous Help Desk experience desirable preferably within AP/AR

Previous experience in dealing with supplier queries

What's in it for you

At 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 us

Be part of something special.  Join our team at Booker.

Booker is the UK's 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 Wholesale, Booker Retail Partners, Booker Direct, Classic Drinks, Ritter Courivaud and Best Food Logistics.  Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for 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, you’ll 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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