Credit Control Manager

Telecom Acquisitions Limited; Horsham; On-site; GBP 43,000 - 58,000; Full time

Benefits offered by this job

50% off Home Telecom broadband

25 days holiday, 30 with service

Pension scheme

Refer a friend

Health care / wellbeing

Parking

Eye care vouchers

Job summary

Telecom Acquisitions Limited is seeking an experienced Credit Control Manager in Horsham to lead the credit control team, drive collections performance, and deliver excellent customer outcomes. You will oversee end-to-end credit control processes, develop strategies, and partner with internal stakeholders and third-party partners.

The role requires strong leadership, commercial awareness, and a proactive approach to balancing business objectives with customer service excellence.

Qualifications

• Minimum 3 years in Collections/Credit Control
• Minimum 2 years in a Team Leader/Management role
• Proven ability to handle high-volume calls with excellent service

Responsibilities

• Oversee day-to-day credit control operations across multiple campaigns
• Lead, coach and develop the Credit Control team
• Drive KPIs with daily/weekly/monthly targets
• Manage end-to-end credit control including payments and debt resolution
• Develop B2C credit control policies and automation
• Negotiate payment plans for customers in difficulty
• Apply account restrictions per policy and overdue processes
• Provide regular MI and performance reporting to stakeholders
• Collaborate with third-party debt collectors for performance
• Identify opportunities to upsell relevant products to existing customers

Skills

Team leadership

Customer service

Active listening

IT literacy / CRM

Attention to detail

Clear telephone manner

Working under pressure

Independence & teamwork

Education

Experience in Collections or Credit Control

Tools

CRM system

Job description

Location: Horsham

Employment Type: Permanent, full-time

Salary: Competitive

Hours: 40 hours per week. Core working hours Monday-Friday (8:30am-5:30pm)

About The Role

We're looking for an experienced Credit Control Manager to lead our Credit Control Team, ensuring timely payment collections, minimising outstanding debt, and delivering excellent customer outcomes, as well as managing the team including target setting.

In this role, you'll be responsible for overseeing the end-to-end credit control function, leading and developing a high-performing team, and implementing strategies to improve collections performance, operational efficiency, and customer outcomes. Working closely with internal stakeholders and third-party partners, you'll ensure robust credit control processes are in place while maintaining a customer-focused approach.

If you're a proactive leader with strong commercial awareness, a passion for driving performance, and the ability to balance business objectives with excellent customer service, this could be the perfect opportunity for you.

What You Will Be Doing

Key Responsibilities

• Manage the day-to-day operation and performance of multiple auto diallers, ensuring campaigns are running effectively and efficiently.
• Lead, coach, and develop the Credit Control team, supporting performance, engagement, and continuous improvement.
• Monitor and drive individual and team KPIs, ensuring daily, weekly, and monthly targets are achieved.
• Oversee the end-to-end credit control process, ensuring timely payments and resolving outstanding debt efficiently by phone, email and text.
• Develop and implement effective B2C credit control policies, procedures, and automated systems to support high-volume accounts.
• Manage and negotiate payment plans and arrangements to support customers facing financial difficulties, ensuring compliance with regulatory standards for consumer debt.
• Apply account restrictions where appropriate in line with credit control procedures and overdue payment processes.
• Build and maintain strong relationships with third-party suppliers, providing regular MI, and performance reporting.
• Attend and contribute to management meetings, providing operational updates and performance insights.
• Work with the external third-party debt collector on collection performance and reporting.
• Identify opportunities to promote and upsell relevant products and services to existing customers where appropriate.

What We Are Looking For

• Minimum of 3 year's experience, in a Collections Advisor / Credit Control role.
• Minimum of 2 years experience in a Team Leader or Management role.
• Stamina to handle high volumes of calls and consistently provide excellent service
• A calm and clear telephone manner, being comfortable talking to colleagues and customers alike.
• Able to listen, empathise, understand, and explain what you're doing.
• IT literacy, including a working knowledge of relevant software programs, such as a CRM system.
• Good attention to detail.
• Assertive and works well under pressure.
• Ability to be able to work in a team and independently.

Benefits

• 50% off Home Telecom broadband after probation - completely FREE after 2 years.
• 25 days holiday, rising to 30 days with service + bank holidays + your birthday off.
• Complementary fresh fruit and breakfast bar.
• Local company discounts in Horsham.
• Salary sacrifice pension scheme.
• Buy and sell holiday scheme.
• Friday fridge (end-of-week treats).
• Regular company events: summer party, Christmas party, sports day & more.
• £500 refer a friend.
• £250 bright ideas scheme.
• Aviva Health Care - 24/7 Doctor, counselling & bereavement counselling.
• Parking available free / discounted options.
• Free eye care vouchers.
• Death in service cover.