Credit Control Manager

Hollybank Trustees Ltd; Horsham; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

50% off Home Broadband

25 days holiday

Birthday off

Free eye care vouchers

Death in service cover

Job summary

Hollybank Trustees Ltd. is seeking an experienced Credit Control Manager in Horsham to lead a dynamic team and optimise collections processes. The role focuses on reducing outstanding debt, implementing robust control measures, and delivering excellent customer outcomes.

You will oversee end-to-end credit control activities, partner with internal stakeholders, and manage third-party partnerships to ensure compliant and efficient operations.

Qualifications

• Minimum 3 years' experience in Collections/Credit Control.
• Minimum 2 years in a Team Leader or Management role.
• Strong ability to manage high volumes of calls and deliver excellent service.
• Calm, clear telephone manner with colleagues and customers.
• Proficient IT literacy and CRM software knowledge.

Responsibilities

• Manage day-to-day operation and performance of multiple auto diallers.
• Lead, coach and develop the Credit Control team with a focus on performance and engagement.
• Monitor KPIs and drive achievement of daily, weekly and monthly targets.
• Oversee end-to-end credit control processes to ensure timely payments.
• Develop and implement effective credit control policies and automated systems.

Skills

Credit control

People management

Customer service

Communication

CRM software

Tools

CRM system

Job description

Location: On site / Horsham, UK job type: Permanent / Full-time Sector and subsector: Accounting & Finance | Finance Salary: Negotiable salary

Credit Control Manager

Location: Horsham

Employment Type: Permanent, full-time

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.
• Assertive and works well under pressure.
• Ability to be able to work in a team and independently.

50% off Home Telecom broadbandafter 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.

Aviva Health Care - 24/7 Doctor, counselling & bereavement counselling.

Parking available free / discounted options.

Free eye care vouchers.

Death in service cover.