Retentions, Credit Control & Debt Recovery Executive

Do you thrive on solving problems, saving customers, and driving positive commercial outcomes? Are you confident handling financial conversations and skilled at turning around tricky customer situations? If so, we’d love to hear from you. We’re looking for a Retentions, Credit Control & Debt Recovery Executive to join our growing team at Hosted. This is a high-impact, varied role that sits at the heart of our customer and financial operations.

In this dynamic hybrid position, you will:

• Customer Retentions (Primary Focus)
  • Speak with customers who are considering leaving and work to understand their concerns, present tailored solutions, and retain their business.
  • Use CRM insights to suggest appropriate packages, adjustments, or resolutions.
  • Make a measurable impact on reducing churn and improving customer loyalty.
• Credit Control & Failed Direct Debit Management
  • Monitor daily Direct Debit failures and proactively call customers to resolve missed payments.
  • Arrange alternative methods, new mandates, or payment plans where needed.
  • Keep accounts up to date and prevent balances from aging.
• Offboarding & Financial Settlement
  • When customers choose to leave, guide them professionally through notice periods, early termination charges, outstanding balances, and equipment return fees (if applicable).
  • Issue accurate final statements and ensure compliance with contractual obligations.
• Debt Recovery
  • Manage overdue accounts, negotiate payment arrangements, and elevate to recovery partners when appropriate.
  • Maintain high-quality notes and documentation throughout.

What We’re Looking For:

• Experience & Knowledge
  • Proven experience in B2B customer retention, credit control, debt recovery, or similar roles.
  • Strong background handling inbound and outbound calling, especially with difficult or complex conversations.
  • Experience resolving failed Direct Debits, missed payments, or overdue accounts.
  • Experience discussing contractual obligations with customers.
• Solid understanding of:
  • Credit control processes and payment collection lifecycles.
  • Direct Debits (setup, failure reasons, reinstatement).
  • Contract terms, notice periods, and early termination principles.
  • Debt recovery processes including internal escalation vs. external agencies.
  • Customer service best practices and retention strategies.
• Skills
  • Excellent communication and negotiation skills.
  • Confident, calm, and professional on the phone.
  • Strong numerical accuracy and attention to detail.
  • Able to prioritise workload effectively across retentions, failed payments and recovery tasks.
  • Ability to diffuse difficult situations and handle objections professionally.
• Personal Qualities
  • Resilient & Composed: Handles rejection, difficult calls, and high-pressure conversations without losing professionalism.
  • Empathetic but Assertive: Able to understand customer concerns while still ensuring policies and financial obligations are upheld.
  • Commercially Minded: Sees the bigger picture, customer lifetime value, cash flow, and revenue protection.
  • Problem-Solver: Looks for solutions rather than blockers; thinks creatively during retention or recovery conversations.
  • Detail-Oriented & Accurate: Understands the importance of correct figures, signed guarantees, and complete records.
  • Results-Driven: Motivated by targets such as save rates, DD recovery percentages, and reducing aged debt.
  • Professional & Trustworthy: Represents the business confidently in sensitive financial and contractual discussions.

Why Join Us?

• A highly visible role where you directly influence revenue, customer satisfaction, and cash flow.
• A chance to develop valuable hybrid skills across customer retention and financial control.
• Supportive team culture with opportunities to grow.
• Variety every day, no two conversations or cases are the same.
• The chance to genuinely make a difference to customers and the business.
• Ability to earn commission on top of your base salary.

Here’s what else you’ll love:

• Competitive pay + commission.
• Ongoing training with our in-house academy.
• 12 hours MyTime allowance (no need to use annual leave).
• £500 referral bonus for every person you bring into the team.
• Your birthday off.
• Extra time off for every work anniversary.
• Free gym membership.

Location: Whiteley, Hampshire (hybrid 1 day per week WFH)

Salary: £30,000 - £35,000 per annum (OTE £50,000)

We’re committed to an inclusive hiring process. If you require reasonable adjustments, just let us know.