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Purpose of Role:
To take ownership of the credit control function, ensuring accurate and timely collection of payments, strong customer relationships, and proactive resolution of issues. The role requires a hands-on and relationship-driven approach, excellent systems navigation skills, and strong end-to-end understanding of the contract, billing, and revenue process. The Credit Controller will also contribute to forecasting and process improvement.
Key Responsibilities:
Debt Collection and Relationship Building:
* Proactively chase outstanding debts via phone as primary method, supported by email.
* Build strong, collaborative relationships with customers to encourage consistent communication and resolution of payment issues.
* Place accounts on hold or stop as per the company procedure and communicate clearly with internal teams and customers.
Customer Accounts and Payment Allocation:
* Accurately allocate incoming BACS, cheque, and card payments with remittances to customer accounts.
* Reconcile customer accounts regularly and resolve any discrepancies or unallocated payments.
* Maintain accurate, up-to-date customer details across systems and ensure correct payment terms are applied.
Query Management and Resolution:
* Investigate and resolve invoice queries or complaints in collaboration with customer service, commercial, and operational teams.
* Ensure all disputes are documented and followed through to resolution.
Credit Management and Systems Maintenance:
* Maintain up-to-date and accurate credit management records across all relevant systems, including contract status, payment terms, credit limits, and customer risk categories.
* Monitor customer credit status proactively and suggest adjustments to terms or limits based on payment behaviour or credit information.
* Ensure changes to customer contracts, billing arrangements, and credit status are reflected promptly in the finance and CRM systems.
* Maintain a clear audit trail of all credit-related decisions, approvals, and communications.
* Coordinate with commercial and finance teams to ensure systems reflect the most current and correct billing arrangements.
* Identify gaps or inefficiencies in data between systems (e.g., CRM, invoicing, accounting) and contribute to resolving them through structured updates or process change recommendations.
Reporting and Forecasting:
* Submit monthly aged debtor reports and cash collection forecasts to the Financial Controller.
* Monitor and escalate accounts nearing bad debt provision thresholds.
* Prepare supporting documentation for external debt collection agencies where necessary.
Process and System Improvement:
* Recommend and support improvements to billing and credit control processes, particularly where current systems are disjointed.
* Support the transition to integrated systems and improved data accuracy.
* Understand end-to-end billing and contract setup to proactively flag risks or errors.
Supervision and Collaboration:
* Provide support or supervision to junior team members or administrators working in contracts or billing.
* Promote a proactive culture of ownership, curiosity, and accountability.
Core Competencies
* Communication: Confident and professional phone presence; skilled in building rapport and resolving conflicts effectively.
* Relationship Building: Maintains proactive customer engagement beyond email; cultivates trust and long-term partnerships.
* Systems & Data Handling: Proficient in Excel and finance platforms; adept at navigating and integrating multiple systems.
* Attention to Detail: Highly accurate in allocations, reconciliations, and maintaining up-to-date records.
* Commercial Awareness: Understands billing structures, contract terms, and how actions impact revenue and compliance.
* Proactive Problem Solving: Spots issues early, owns resolution paths, and proposes system and process improvements.
* Collaboration: Partners smoothly across sales, finance, and support teams to drive solutions and shared success.
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