Credit Control Manager

Team Leadership & Performance

• Lead, coach and develop the Credit Control team, establishing clear priorities, objectives and performance standards.
• Drive a proactive collections culture focused on maximising cash collection and reducing aged debt.
• Monitor team workloads, productivity and service levels, addressing issues and escalating material risks where appropriate.
• Foster a culture of accountability, collaboration and continuous improvement.

Debt Collection & Aged Debt Management

• Oversee the collection of outstanding client debt, with particular focus on aged, high-value and higher-risk balances.
• Ensure all collection activity is undertaken in accordance with Group policies and procedures.
• Manage escalation processes, including Stop Supply, pre-legal and legal recovery actions where required.
• Oversee payment arrangements, ensuring appropriate approvals, documentation, monitoring and follow-up actions where agreements are not met.
• Support the timely resolution of issues impacting debt collection and cash recovery.

Credit Policy, Risk & Compliance

• Ensure the Credit Control Policy and associated controls are applied consistently across all collection activities.
• Oversee company credit checks and ongoing credit risk monitoring to support informed decision-making and risk mitigation.
• Maintain appropriate documentation, approval processes and audit trails for key credit control decisions.
• Identify and escalate emerging credit risks, recommending actions to minimise financial exposure.

Systems, Automation & Client Account Governance

• Oversee effective utilisation of CCH and other systems for debtor management, collection activity, statement production and reminder automation.
• Ensure client account information, billing details and collection records are maintained accurately and consistently.
• Monitor account exceptions and ensure prompt investigation and resolution.
• Support the implementation of process improvements, automation opportunities and standardised credit control practices across the function.

Disputes, Complaints & Stakeholder Management

• Ensure invoice disputes, client queries and credit control complaints are recorded, investigated, escalated and resolved in accordance with agreed procedures.
• Build effective relationships with Directors, Partners, Finance teams and operational stakeholders to support debt collection objectives.
• Maintain clear ownership and accountability for actions required to resolve collection barriers.
• Communicate collection risks, issues and required actions effectively to key stakeholders.

Bad Debt, Provisions & Write-Offs

• Review aged and high-risk balances and support the bad debt provisioning and write-off process.
• Ensure write-off requests are appropriately evidenced, approved and recorded in accordance with policy.
• Identify trends and emerging risks within the debtor ledger and recommend mitigation actions.
• Support the reduction of bad debt exposure through effective collection and escalation strategies.

Reporting, Controls & Continuous Improvement

• Prepare and review regular reporting on aged debt, cash collections, payment plans, disputes, bad debts, write-offs and other key performance indicators.
• Provide meaningful insight and recommendations to Finance leadership and operational stakeholders on collection performance and risks.
• Monitor performance against targets and identify opportunities to improve cash collection and debtor management.
• Drive continuous improvement through enhanced processes, system optimisation, automation and team development.
• Support wider finance initiatives and projects as required

Qualifications & Experience

• Proven experience within Credit Control, Collections or Accounts Receivable, including experience leading or managing a team.
• Strong understanding of debt collection processes, aged debt management, payment arrangements, credit risk assessment and debt recovery procedures.
• Experience of operating within a fast-paced, customer-focused and performance-driven environment.
• Experience of working with finance and credit control systems, including debtor reporting and workflow management.

Skills & Competencies

• Strong leadership and people management skills, with the ability to motivate, develop and manage high-performing teams.
• Excellent communication, negotiation and stakeholder management abilities, including confidence handling challenging conversations.
• Strong analytical and problem-solving skills, with the ability to interpret debtor reporting, identify risks and prioritise actions effectively.
• High attention to detail and a strong controls and compliance mindset.
• Excellent organisational skills with the ability to manage multiple priorities and meet deadlines.
• Strong commercial awareness and sound judgement in balancing customer relationships with collection objectives.
• Advanced Microsoft Office skills, particularly Excel, together with confidence using finance and credit control systems.
• Ability to build effective working relationships across Finance, Operations and senior management teams.