Consumer Credit Controller Operations · Hitchin

Zero Deposit; Hitchin; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in innovative deposit replacement schemes seeks a proactive Credit Controller. You will join a high-performing team to provide empathetic support and manage debt recoveries. This role offers a competitive salary, flexible working arrangements, and a supportive environment focused on continuous improvement.

Benefits

Up to 30 days annual leave + bank holidays

Additional day off for your birthday

Flexible working arrangements

Supportive working environment with mental health resources

Life insurance

Company pension scheme

Referral, wellness, and volunteering programs

Qualifications

• Experience in debt recovery or credit control in a consumer-facing environment.
• Independent, ethical, trustworthy, and patient.

Responsibilities

• Manage assigned debts proactively to meet recovery targets.
• Negotiate interest-free payment plans with customers.
• Deliver high-quality customer service and follow FCA compliance.

Skills

Empathy

Negotiation

Detail-oriented

Technology-savvy

Job description

About Us

Zero Deposit is an innovative deposit replacement scheme provider, offering tenants and landlords an alternative to traditional security deposits. As an FCA-regulated business, we’re dedicated to transparency, fairness, and delivering a seamless experience for our customers. We hold ourselves to high standards of operational excellence, ensuring every decision we make is fair, compliant, and customer-focused.

The Role

We are looking for a driven and proactive Credit Controller to lead by example and ensure our operations team delivers outstanding service to our customers. You will be a member of our high-performing recoveries team. You will work with our customers to ensure a fair and empathetic customer experience, helping them to clear their debt and recover money owed to us.

We are ideally looking for someone who could work four days between Monday and Friday as well as Saturdays.

Key Behaviours & Values

• Own It: Take ownership of your work, work to deadlines, be visibly accountable for your results, ensure work meets the required quality and compliance standards, be clear in expectations of yourself and others, and contribute to a high-performance culture.
• Think Big, Do Big: Come up with ideas for improvement and help make them happen, highlight where our processes are not trackable or scalable, contribute to solutions, strive for excellence, and always look to improve and grow.
• United We Stand: Be open and generous with feedback, respect your teammates and customers, support both groups, and be fair and transparent.

Key Responsibilities

• Meeting recovery targets: Manage assigned debts proactively to meet individual and team goals, using empathy and understanding to help customers through repayment challenges.
• Negotiating Payment Plans: Use interest-free payment plans to help customers pay off debts quickly and sustainably.
• Meeting our Quality Standards: Follow FCA compliance requirements and deliver excellent customer service, especially during your first three months. Use tools such as emails, phone calls, and power dialler to recover debts.
• Delight Our Customers: Deliver high-quality outcomes within SLA, set and maintain operational standards, and lead continuous improvement initiatives.
• Over-Communicate: Provide clear, proactive communication with customers, setting expectations from the first interaction.

What We’re Looking For

Experience in debt recovery or credit control in a consumer-facing environment, independent, ethical, trustworthy, enthusiastic, team-oriented, patient, resilient, detail-oriented, and experienced with technology.

Benefits You’ll Get From Us:

• Salary Range: £25,000 - £30,000 DOE
• Up to 30 days annual leave + bank holidays, starting at 25 days and increasing with tenure.
• Additional day off for your birthday.
• Flexible working arrangements where possible.
• Supportive working environment with mental health, leadership, and life coaching via sanctus.io.
• Life insurance (UK only).
• Company pension scheme.
• Referral, wellness, and volunteering programs.