The role is responsible for proactively collecting overdue debt, resolving customer account queries and maintaining strong working relationships with both internal and external stakeholders. Working independently, the Credit Controller will manage their own ledger, identify potential credit risks and support the wider Credit & Collections team in delivering operational excellence.

This role requires an experienced Credit Controller who is confident analysing accounts, making informed decisions and identifying opportunities to improve processes through better use of technology, reporting and automation.

• Manage a portfolio of customer accounts and take ownership of all collection activity in collaboration with the travel counsellors.

• Contact customers by telephone, email and written correspondence to recover outstanding balances.

• Achieve agreed cash collection and aged debt reduction targets.

• Investigate overdue balances and resolve payment delays promptly to maintain compliance with credit insurance.

• Maintain accurate collection notes and customer records within the head office systems.

• Escalate high-risk accounts in accordance with Credit & Collections procedures.

• Recommend accounts for legal recovery or external collection where appropriate.

Customer Account Management

• Investigate and resolve invoice disputes by working closely with internal departments.

• Build positive working relationships with customers and internal stakeholders.

• Ensure customer accounts remain accurate and up to date.

• Respond professionally to customer queries within agreed service levels.

• Identify opportunities to improve the customer payment experience while protecting company cash flow.

Credit Risk Management

• Monitor customer payment behaviour and identify emerging risks.

• Review customer credit exposure and recommend credit limit amendments where appropriate.

• Ensure insurance conditions are met

• Escalate accounts showing signs of financial pressure.

• Support bad debt prevention activities.

Reporting & Analysis

• Review aged debt reports and prioritise collection activity.

• Analyse customer payment trends and identify collection opportunities.

• Use Microsoft Excel to investigate balances, reconcile accounts and support decisions.

• Produce accurate reports where required by management.

Continuous Improvement

• Identify opportunities to improve Credit & Collections processes.

• Support the use of automation and AI to improve productivity.

• Assist with testing new processes and system improvements.

• Contribute ideas that simplify manual activities and improve team efficiency.

Systems Used

• Admin Studio (out inhouse system)

• Microsoft Excel

• Microsoft Outlook

• Microsoft Teams

• Microsoft Office

• AI tools including Microsoft Copilot or ChatGPT

• Minimum two years' experience in a dedicated Credit Control or Accounts Receivable role.

• Experience independently managing a customer ledger.

• Proven experience collecting overdue debt by telephone and email.

• Experience resolving disputed invoices.

• Strong commercial awareness and problem-solving skills.

• Excellent communication

• Strong organisational and time management skills.

• Advanced Microsoft Excel skills including:

• Pivot Tables (mandatory)

• X / VLOOKUP (mandatory)

• SUMIFS (desirable)

• IF statements (desirable)

• Conditional Formatting (desirable)

• Working with large datasets

• Experience using ERP systems

• Ability to prioritise workload and meet deadlines.

Desirable

• Experience using Microsoft Dynamics 365.

• Experience using Power BI or Power Query.

• Experience using Microsoft Power Automate.

• Experience supporting process improvement initiatives.

• Experience using AI tools such as Microsoft Copilot or ChatGPT.