Role summary
Sit in the credit control team, reporting to the Credit Control Manager. Your job is to convert won claims into collected cash. You’ll be on the phone to government bodies chasing whether arrears payments have been issued, and on the phone to customers chasing the fee owed once they’ve been paid. You’ll work the full multi-channel chase — calls, email, SMS, and post — and keep every case moving until it’s either paid, disputed, or escalated.
Key responsibilitiesGovernment chase
- Call government departments to chase the status of outstanding payments to our customers
- Track expected payment dates, log responses, and feed updates into the CRM
- Escalate stalled or rejected payments to the Credit Control Manager
Customer collections
- Contact customers across the full collections journey: outbound calls, structured email cycles, SMS, and letters
- Confirm receipt of payment from the relevant government body and arrange settlement of our fee
- Take payment over the phone and via online links, and reconcile receipts in the CRM
- Negotiate sensible repayment plans where appropriate, within Credit Control Manager guidelines
- Handle inbound calls, emails, and post from customers regarding payment, fee queries, or disputes
Case management
- Own a portfolio of cases end-to-end — keep every case progressing, no case left dormant
- Maintain accurate, audit-grade notes in the CRM on every interaction
- Refer disputes, complaints, and complex cases (deceased estates, deputyships, vulnerable customers) to the Credit Control Manager promptly
Compliance
- Follow the vulnerability framework on every call — spot signs, adapt approach, escalate where needed
- Stay within Consumer Duty principles and the agreed Terms of Engagement at all times
- Keep call recordings and written correspondence to standard — the file should defend itself
Background & profile
The right person is likely to come from one of these backgrounds:
- Credit controller or collections agent at a claims firm, legal services business, lender, utility, telco, or DCA
- Customer service or contact centre agent who has handled payment-related calls in a regulated environment
- Anyone with strong outbound calling experience and a track record of converting conversations into cash
Must have
- 2+ years’ experience in collections, credit control, or payment-focused customer contact
- Confident, professional telephone manner — calm under pressure, polite, persistent
- Comfortable making 60+ outbound calls a day
- Strong written communication for email, SMS, and letter chase
- Numerate and accurate — reconciling fees, payment plans, balances
- Comfortable on a CRM — logging, updating, working from a dashboard of cases
Nice to have
- Experience dealing with elderly or vulnerable customers
- Experience speaking to government departments or large institutions on customer matters
- Familiarity with Consumer Duty or FCA-style compliance frameworks
Pay: £28,000.00-£32,000.00 per year
Ability to commute/relocate:
- Altrincham WA14 1SG: reliably commute or plan to relocate before starting work (preferred)
Location:
- Altrincham WA14 1SG (preferred)
Work Location: In person
