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Credit Control Manager
Would you like to join a growing company with a niche proposition servicing the tenancy rental market, we have carved ourselves a unique spot in a fast-growing market. Having recently joined forces with a major brand, this growth is set to continue as the portfolio of brands and numbers of customers.
The role
The Credit Control Manager will be responsible for overseeing the B2C credit control function, focusing on timely collections, minimizing bad debt, and maintaining excellent customer service standards. Given our focus on individual residential customers, this role requires an individual who understands the nuances of consumer credit management, has exceptional communication skills, and can lead a team in a fast-paced, customer-centric environment.
Key Responsibilities:
B2C Credit Control Management:
- Oversee the end-to-end credit control process, ensuring timely payments and resolving outstanding debt efficiently.
- Develop and implement effective B2C credit control policies, procedures, and automated systems to support high-volume accounts.
- Monitor aged debt, identify high-risk accounts, and take proactive steps to prevent account delinquency, balancing a firm approach with customer empathy.
- Manage payment plans and arrangements to support customers facing financial difficulties, ensuring compliance with regulatory standards for consumer debt.
Team Leadership:
- Lead, train, and develop a dedicated credit control team, fostering a customer-first mindset while achieving collection targets.
- Set and monitor KPIs for the team, ensuring regular performance reviews and addressing areas for improvement.
- Provide guidance on best practices for managing customer queries, disputes, and challenging conversations.
- Promote a positive and productive work environment, encouraging collaborative problem-solving and continuous improvement.
Customer Relationship Management:
- Build and maintain strong relationships with customers to facilitate smooth payment processes, understanding the unique challenges in the B2C sector.
- Handle escalated cases with sensitivity, ensuring customer satisfaction while protecting the company's interests.
- Engage with customers through multiple channels (email, phone, SMS) and ensure efficient communication regarding outstanding balances, payment options, and account statuses.
Reporting & Analysis:
- Prepare regular reports on credit control metrics for senior management, including collection rates, outstanding balances, and payment trends.
- Analyse data to identify trends, potential risk areas, and opportunities for improving the efficiency of collections.
- Monitor and report on cash flow forecasts specific to the B2C business, making recommendations to enhance cash flow stability and manage risk.
- Work closely with the finance team to ensure accurate reconciliations and accounting of customer accounts.
Continuous Improvement:
- Identify and implement process improvements tailored to the B2C environment, including automated payment reminders, self-service options, and customer-friendly payment arrangements.
- Stay updated on industry best practices and regulatory requirements specific to B2C credit control and debt collection.
- Collaborate with other departments, including customer service and sales, to ensure alignment on credit policies and enhance the customer experience.
Key Skills and Requirements:
- Proven experience as a Credit Control Manager or in a senior credit control role, ideally within a B2C environment (company, utilities, or similar consumer-focused industry).
- Strong knowledge of consumer credit management, debt collection, and compliance with consumer debt regulations.
- Excellent leadership and team management skills, with experience in motivating and developing a customer-facing team.
- Strong interpersonal and communication skills, with the ability to handle sensitive situations with empathy and professionalism.
- Proficiency in Microsoft Office, particularly Excel, and experience with CRM or credit management software.
- Analytical skills with attention to detail and a proactive approach to problem-solving.
- Ability to prioritize tasks effectively, work under pressure, and meet deadlines in a high-volume environment.
ACS are recruiting for a Credit Control Manager. If you feel that you have the skills and experience required in this advertisement to be a Credit Control Manager, please submit your CV including an outline of your experience as a Credit Control Manager. It is always a good idea to include a covering letter outlining your experience as a Credit Control Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Credit Control Manager role you desire.
