We’re looking for an Accounts and Credit Control agent to join our Credit Control team. This is a key role focused on managing customer accounts, supporting customers through payment journeys, and ensuring the accurate and timely recovery of outstanding balances.
You’ll be at the centre of customer financial interactions, balancing strong collections performance with genuine care and professionalism. This includes handling overdue accounts, payment arrangements, write-offs, cancellations, and NCD validation, while maintaining exceptional service standards.
What you’ll be doing
- Engage with customers both inbound and outbound regarding payments, balances, overdue accounts, and general queries with empathy and professionalism.
- Support with inbound calls from customers with general customer queries.
- Supporting customers with payment queries, balances, and financial difficulty in a fair and empathetic way
- Handling inbound calls from customers, supporting with general queries.
- Negotiating sustainable repayment solutions that work for both the customer and the business
- Processing account adjustments, write-offs, cancellations, and maintaining accurate records
- Ensuring compliance with FCA regulations, internal policies, and agreed SLAs
- Meeting individual targets across productivity, quality, and service
- Building strong relationships with customers, insurers, and internal teams
- Handling disputes and complaints with professionalism and sound judgement
- Supporting continuous improvement in processes and customer experience
What we’re looking for
- Strong communication skills with confidence handling customer conversations
- A customer-first mindset with the ability to balance empathy and commercial outcomes
- Experience in a call centre, credit control, or financial services environment (insurance experience desirable)
- Good negotiation and problem-solving skills
- High attention to detail and accuracy when working with financial data
- Ability to stay organised and perform in a fast-paced environment
- Resilience when dealing with challenging conversations
- A team player who contributes positively to a supportive working culture
Why this role?
This is a chance to develop your expertise in credit control within a high-performing team that genuinely values customer experience. You’ll play a vital role in protecting business performance while helping customers find fair and manageable solutions.
If you’re someone who can combine empathy with accountability, and structure with flexibility, this role gives you the platform to grow and make a real impact.
We’re proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.
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