Credit Control Manager

Credit Control Manager

Based in Manchester City

5 days a week in office

Job Purpose

Leading the Credit Control team, you will be fully accountable for a team of seven, ensuring efficient cash collection and service excellence for the largest company within the group.

Job Overview

To succeed in this role, you will bring significant experience in Credit, Collections, and Customer Service. You will have a minimum of four years' experience, not just leading a team by example, but cultivating a team that consistently delivers outstanding levels of service and meets targets.

Day-to-Day Responsibilities

• Ensure application of and adherence to the Group Policy, reporting any non-compliance events immediately.
• Communicate clear team objectives, individual goals, and SLAs, taking full accountability for their delivery.
• Maintain daily productivity for each team member, including inbound/outbound calls, email volumes, and talk-time, taking appropriate action when targets are not met.
• Explain deviations from targets including but not limited to:
  • Movements in Aged Debtors profile
  • Activity Stats (call volume, call time, email queue)
  • Collections
  • Mid-term client write-off figures
• Identify training requirements within the team and agree coaching schedules.
• Ensure direct call method is always the first collection contact attempted, with an overarching initiative to maximize clients paying by Direct Debit.
• Act as the initial escalation point for the Payment Team for account queries and where resolution is outside Payment Team authority or advice is required.
• Take responsibility for higher value/corporate clients.

Role Metrics

• Accountability for the overall performance of the team, including management of attendance and punctuality.
• Adherence to individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.
• Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound/Inbound call-time targets, Debtor Days, Collection Efficiencies, Aged Debt movements, and Written-off client numbers.

INDMANS