Credit Control Manager

Role

Credit Control Manager

Marden

£45-50k

• Work closely with customers, third‑party agencies and internal departments to minimise losses from loan delinquency, maximise debt recovery outcomes and support customers experiencing financial difficulties.
• Identify and implement process improvements using automation and AI solutions to improve operational efficiency and recovery performance.
• Gather, analyse and interpret arrears and recovery performance data, providing regular reporting and insight to senior management to support operational oversight and strategic decision‑making.
• Apply legal and regulatory requirements surrounding debt recovery, including FCA requirements and Consumer Duty principles, ensuring appropriate action is taken to protect the business and its customers and support fair outcomes.
• Maintain regular telephone and other contact methods with members regarding missed payments, negotiate sustainable repayment arrangements and support positive recovery outcomes.
• Manage complex and later‑stage arrears cases, including legal recovery activity, repayment plans and enforcement action involving Debt Collection Agencies, Sheriff Officers & Legal Firms.
• Proactively analyse arrears and recovery data, identify trends and operational risks, and provide regular reporting and insight to senior management to support strategic decision‑making.
• Manage and develop internal policies and procedures relating to arrears management and debt recovery.
• Manage relationships and processes relating to Credit Reference Agencies, including reporting, account updates, dispute resolution ensuring data accuracy and compliance.
• Handle bad debt correspondence received from Debt Management Companies and/or Insolvency Practitioners to ensure the business and individual member's interests have been looked after and the time periods for response have been adhered to.

• Significant experience (3+ years) in Credit Control, ideally within a Financial Services or regulated environment, including managing complex arrears cases and working with third‑party debt collection agencies and legal firms.
• Strong knowledge of debt recovery, legal enforcement processes in England, Scotland and Ireland, and regulatory requirements relating to consumer lending and arrears management, with the ability to manage cases confidently and make informed decisions independently.
• Excellent communication, negotiation and customer service skills, with confidence managing high volumes of telephone‑based member contact, handling sensitive conversations professionally and achieving positive recovery outcomes.
• Strong analytical and data‑handling skills, with the ability to interpret arrears trends, identify operational risks and produce meaningful reporting to support decision‑making.
• Highly organised and self‑motivated, with the ability to work independently, manage workload effectively and proactively progress recovery activity with minimal supervision.
• Ability to identify and implement operational improvements to enhance efficiency and performance, including through automation and AI solutions.
• Experience using Microsoft Office applications, particularly Excel, alongside arrears management, CRM, workflow management, or case management systems.