Credit Control Officer

We are looking for a Home Based Credit Control Officer. The emphasis on this role will be administration and coordination of the credit control function.

Duration End: Mid-late September 2026

Working Hours: 37hpw (8.30am-5.00pm with an hour lunch break Mon-Thurs & 8.30am-4.30pm on Friday)

Job Purpose: As a valued member of the processing team to help deliver the credit control function on behalf of the Trust and its subsidiaries. Without effective collection processes, the Trust would be unable to effectively manage cash flow which could affect the future financial stability of the organisation. To help support the delivery of the Trust's debt recovery activities, to include but not limited to:

• Collection processing of consumer and commercial debt across c.8.5K customers
• Issuing of around 10.5K dunning/reminder letters
• Managing around 500+ payment plans
• Initiating approx. 500+ legal referrals through our 3rd party external provider
• Managing write-offs and working extensively with budget holders to progress and proactively manage the Trust's debtors

Key Accountabilities:

• The risks associated with this role are both financial and reputational. Without effective Debt Collection processes, the Trust would be unable to collect any monies owing.
• The impact of ineffective Credit Management would leave the Trust open to legal counter claims and customer complaints.
• Handling of confidential data and financial details requires this role to fully comply with the Data Protection Act.
• To comply with credit control processes and ensure financial transactions are performed in accordance with policies and all applicable statutory laws and regulations.
• This requires in-depth, detailed knowledge of all processes, accounting practices and applicable legislation.
• It is the responsibility of the role to contribute to the review, design and implementation of processes which deliver all required results, taking account of business and customer requirements.
• To actively support the credit control manager in performing the key activities across the wider debt recovery function.
• To ensure that all Credit Control operations are carried out in an efficient, effective manner and in accordance with agreed SLAs.
• To ensure that Trust debt is collected as quickly and efficiently as possible to provide maximum cash flow.
• Using influencing and communication skills and sound judgment to achieve best outcomes for the Trust in each individual case, e.g., agreeing successful payment plans.
• Building rapport with customers in order to achieve a realistic outcome and maintain customer satisfaction.
• Recommend debts for write-off and customer refund.
• To engage with key stakeholders throughout Trust to promote services and grow relationships to benefit the Trust.
• Hold regular debt reviews to encourage stakeholders to resolve queries, keep write-offs up to date and discuss service issues in order to ensure up-to-date debtors ledger.
• Assisting colleagues with following SAP & Trust processes and procedures, providing training as required.
• The job holder must have excellent communication skills in order to provide clear instruction to colleagues about the process and rationale behind it.
• Carry out the following senior duties in addition to credit control duties: Train and mentor both new and junior members of the team.
• Attend SAP national forum to identify efficiencies and be able to write a business case for consideration by the S2C Manager.
• Maximise revenue for Trust for Utilities/Rent.
• Responsible for incoming revenue of £40k pa for unpaid direct debits.
• Organise and lead regular debt reviews with colleagues/groups within Trust.
• Lead the way by ensuring the most effective debt collection methods are used.
• Provide absence cover for team manager: For example, in relation to producing month-end reports, completing and authorising refunds, ensuring all tasks completed by team, carry out SAP testing and authorise changes to go into PRD, organise and chair team meetings.
• Regular user acceptance testing on financial transactions across various platforms.
• Work to cyclical financial deadlines, meeting month-end and year-end deadlines for debtor chasing, cash collection, cash postings and allocation, unallocated cash and customer refunds.
• Displaying the Trust values and behaviours at all times.
• Ensuring that diversity and inclusion are integrated into all aspects of Trust life and promoting inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust's policies and values.

Key Relationships:

• To engage all stakeholders throughout Trust to promote services and grow relationships to benefit the Trust.
• All Directorates and Waterways.
• Regular Debt Reviews with key debtor stakeholders throughout Trust.
• External Customers.

Knowledge, Experience & Skill:

• Educated to GCSE level including Maths & English.
• Member of the Chartered Institute of Credit Management (desirable).
• Extensive Credit Control/Debt Recovery Experience.
• Experience of operating to a quality management system.
• Confident user of Word and Excel.
• SAP experience in particular FICO, Credit Management and SD modules.
• Ability to understand and work within organisational policies. Suggest and implement improvements.