About the role
Reporting to: Credit Control Manager
Working hours: UK Shift
Job Responsibilities:
Collections escalation and On Stop process
- Manage the collections escalation process for overdue accounts, ensuring pre-escalation steps are complete before formal action is taken.
- Liaise with Sales and internal teams to obtain additional contacts, background information and context needed to support resolution.
- Carry out customer and business checks using Companies House and online research where required.
- Prepare On Stop summaries for review by the Manager
- Issue internal two-day notifications and formal five-day letters to customers.
- Contact customers by phone and email to confirm receipt of formal communication and seek resolution of overdue balances.
- Manage internal and customer responses arising from escalation activity.
- Coordinate service blocks and credit blocks, ensuring relevant internal colleagues are informed.
- Manage customer reactivation following settlement or agreed resolution.
- Maintain clear records of escalation activity, outcomes and next steps.
- Provide reporting and analysis on collections escalation performance.
Disputed and queried invoices
- Review invoices flagged as in query or disputed and work with internal teams to identify actions required to resolve disputes or billing issues.
- Track progress of queried invoices and help ensure blockers are followed up promptly.
- Identify common root causes and suggest practical improvements or standard solutions.
- Report key blockers in query resolution to senior stakeholders where required.
- Ensure dispute flags are removed once resolved so normal collections activity can resume.
Insolvency, legal and external agency support
- Manage the process when insolvency, administration or liquidation notifications are received.
- Liaise with insolvency practitioners and complete proof of debt documentation where required.
- Update internal stakeholders and customer records accurately.
- Ensure unpaid invoices are reviewed and recommended for bad debt provision where appropriate.
- Prepare relevant information for legal escalation, including Letter Before Action and CCJ preparation where required.
- Liaise with external collection agencies where legal action is not appropriate.
Qualifications & Capabilities:
- 5+ years previous experience in credit control, collections or accounts receivable.
- Strong understanding of overdue debt escalation processes.
- Confident written and verbal communication skills.
- Ability to manage sensitive customer conversations in a calm and professional manner.
- Strong stakeholder management skills across Sales, Finance and operational teams.
- Confidence with presenting to the Senior Leadership Team.
- Good attention to detail and accurate record keeping.
- Confident using Microsoft Outlook and Excel.
- Strong analytical skills.
- Organised and able to manage multiple cases or workstreams simultaneously.
- Experience managing formal debt escalation processes resulting in service block, credit block or account suspension processes.
- Experience dealing with disputed invoices or query resolution.
- Knowledge of insolvency processes, proof of debt claims or external debt recovery agencies.
- Professional and resilient when handling difficult conversations.
- Collaborative, with a practical approach to working across teams.
- Able to identify process issues and suggest improvements.
- Comfortable working in a fast-paced environment with competing priorities.
Credit Management qualification is desirable but not essential