Credit Controller - 12 months FTC

Unite Students; West of England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days holiday + buy/sell scheme

Generous pension 5-11%

Healthcare Cash Plan

Employee Assistance Programme

Wellbeing platform

Gym benefit for you and family

Enhanced Family Leave

Job summary

Unite Students is seeking two Credit Controllers at our Bristol Head Office on 12-month fixed-term contracts. You will reduce rent arrears, support income performance and deliver a great experience for residents and guarantors.

This on-site role runs Monday to Friday, 8:00am–8:00pm, working across Property, Finance and Central Operations. You will own cases, resolve balances, build relationships and grow credit control skills within a supportive team.

Qualifications

• Customer-focused with professional, empathetic approach.
• Strong communication, listening and relationship-building skills.
• Confident handling inbound/outbound calls, including sensitive payment conversations.
• Accurate and detail-focused when managing data, records and systems.
• Comfortable working with Microsoft Office, especially Excel, Outlook and Word.
• Able to prioritise workload, take ownership and know when to escalate.
• Collaborative approach with Property and internal teams.
• Experience with Salesforce and SharePoint desirable.
• Credit control, finance or arrears experience would be an advantage.

Responsibilities

• Handle a wide range of customer queries including managing payments and arrears.
• Interact with customers via phone, webchat, social media and email.
• Be a positive brand ambassador with professionalism and empathy.
• Engage with residents and guarantors via phone, SMS, email and webchat.
• Discuss arrears sensitively and agree next steps with each resident.
• Proactively manage overdue balances and follow up on payment commitments.
• Identify payment issues early and take action to prevent non-payment.
• Prioritise workload based on arrears age, value and risk.
• Keep accurate case notes and systems up to date.
• Escalate complex or high-risk cases through to resolution.
• Collaborate with colleagues to achieve outcomes and great customer experience.
• Follow policies and meet activity and performance expectations.

Skills

Customer focus

Communication

Excel

Attention to detail

MS Office

Escalation handling

Tools

Salesforce

SharePoint

Job description

The Role

We are looking for 2 people to join our Support Hub in our Bristol Head Office as a Credit Controller on 12 month fixed term contracts, to play a key role in reducing rent arrears, supporting income performance and delivering a great experience for our residents and guarantors.

The Role

We are looking for 2 people to join our Support Hub in our Bristol Head Office as a Credit Controller on 12 month fixed term contracts, to play a key role in reducing rent arrears, supporting income performance and delivering a great experience for our residents and guarantors. Working across Property, Finance and Central Operations, you’ll own cases, help resolve outstanding balances, build strong relationships and make a real impact from day one. With a supportive team and clear opportunities to develop your credit control skills, this is a great role for someone looking to grow, make a difference and challenge the ordinary. This is an on-site role, Monday to Friday, with working hours scheduled between 8:00am and 8:00pm.

What You’ll Be Doing

• Handling a wide range of customer queries, including:
• Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests
• Interacting with our customers through a variety of channels; including phone, webchat, social media and email
• Be a positive brand ambassador, representing the business with professionalism and empathy.
• Engage with residents and guarantors through phone, SMS, email and webchat.
• Have confident, empathetic conversations about arrears, understand individual circumstances and agree appropriate next steps.
• Proactively manage overdue balances, follow up on payment commitments and support residents in getting back on track.
• Identify potential payment issues early and take action to prevent future non-payment.
• Manage and prioritise your workload based on arrears age, value and risk.
• Keep accurate case notes, records and systems up to date, ensuring clear visibility of activity and outcomes.
• Escalate complex or higher-risk cases when appropriate, taking ownership through to resolution.
• Work closely with colleagues across the business to achieve shared outcomes and deliver a great customer experience.
• Follow policies and procedures while consistently meeting agreed activity and performance expectations.

What We’re Looking for in You

• Customer-focused with a professional, empathetic approach.
• Strong communication, listening and relationship-building skills.
• Confident handling inbound and outbound calls, including sensitive payment conversations.
• Accurate and detail-focused when managing data, records and systems.
• Comfortable working with Microsoft Office, particularly Excel, Outlook and Word.
• Able to prioritise workload, take ownership and know when to escale.
• Collaborative approach, working effectively with Property and internal teams.
• Customer service experience desirable.
• Experience with Salesforce and SharePoint desirable.
• Credit control, finance or arrears experience would be an advantage.

What You’ll Get in Return

• A discretionary annual bonus so you can share in the company’s success
• 25 days paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

Founded in 1991, Unite Students is the UK’s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. People make Unite Students

Room for Everyone

We’re proud to be an employer that embraces individuality, and we’re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people. Join us as we build better experiences for students that live with us.

We are US.