Credit Controller FTC in London

Contract type: Maternity cover 9-12 months. The Credit Controller is responsible for effective credit control, debt recovery and tenant account management across an allocated property portfolio. The role owns the credit control process for its portfolio, ensuring arrears are chased, cash is allocated, records are accurate, account queries are resolved and material debt risks are escalated promptly. This includes enforcing the agreed credit control framework, ensuring internal teams provide the information and action required, and keeping Property Managers, Asset Managers and Finance clear on debtor position, risk and next steps. The role requires cash discipline, persistence, accuracy and professional communication. The postholder is expected to understand the asset-level position, maintain control of arrears, challenge delays or weak input from other teams, and ensure the process is followed properly. The standard expected is that of a high-performing Credit Controller who protects cash flow, owns debtor control and drives collection activity with clarity and accountability.

Main responsibilities:

• Own credit control activity across an allocated portfolio, ensuring debtor positions are current, understood and actively managed.
• Enforce the agreed credit control process, ensuring required actions, records, escalations and review points are followed consistently.
• Chase commercial rent, service charge, insurance, utilities, recharges and other arrears by telephone, email and letter.
• Maintain accurate debtor notes, account records, chase history and supporting documentation.
• Allocate cash promptly and accurately in line with company policy.
• Manage suspense and unallocated cash, ensuring receipts are investigated, allocated or escalated without avoidable delay.
• Monitor rent and service charge collection performance against agreed targets.
• Prepare and maintain reports on arrears, overdue accounts, bad debts, unallocated cash and high-risk tenants.
• Review debtor positions with Property Managers and Asset Managers, ensuring material arrears and account risks are visible, understood and acted on.
• Identify and escalate high-risk debt, problematic accounts and debts over agreed thresholds promptly.
• Manage complex accounts, invoice disputes and payment queries through investigation, stakeholder coordination and clear resolution.
• Challenge and follow up missing input, delayed responses or incomplete actions from internal teams where these affect collection or account control.
• Work with Property Management, Asset Management and Finance to resolve billing, allocation, lease, service charge or documentation issues affecting collection.
• Provide analysis on tenant payment trends, debtor risk, recurring process failures and portfolio-level areas of concern.
• Ensure monthly arrears reviews are completed with Property Managers and Asset Managers.
• Support CRAR or other formal recovery action where instructed, ensuring records, correspondence and escalation evidence are complete.
• Comply with company credit policies, accounting procedures and relevant legal or regulatory requirements.
• Communicate professionally with tenants, customers, Property Managers, Asset Managers and Finance colleagues.
• Contribute to team performance and process improvement by identifying delays, recurring issues, control gaps or avoidable blockers.

Skills and experience:

• Property management credit control experience.
• Strong understanding of rent, service charge, recharges, arrears and tenant account management.
• Good understanding of accounting principles, cash allocation and debtor control.
• Accurate systems, records and account management.
• Strong analytical and problem-solving skills.
• Clear and professional written and verbal communication.
• Confident managing disputes, overdue accounts and difficult conversations.
• Able to enforce process and challenge missing input from other teams.
• Able to maintain control of a portfolio and meet collection deadlines.
• Knowledge of CRAR and commercial property recovery processes desirable.

Key behaviours:

• Takes ownership of debtor control.
• Protects cash flow with discipline.
• Keeps records accurate and current.
• Chases persistently and professionally.
• Enforces process without unnecessary friction.
• Communicates clearly and without ambiguity.
• Escalates risk at the right time.
• Resolves issues rather than circulating them.
• Understands the asset-level position.
• Operates with accountability, persistence and care.

Benefits:

• Highly competitive salary DOE.
• 25 days holiday per year plus bank holidays.
• Private Medical Insurance (medical history disregarded).
• Healthcare Cash Plan.
• 5% Company pension contribution.
• 3x Life Assurance.
• Cycle to work scheme (on-site shower room facilities & bike parking in majority of head offices).
• Employee Assistance Programme.
• Group income protection scheme.
• Daily healthy fruit & snacks.

Values:

• Professionalism | We consistently seek to exceed expectations. Our people can express themselves fully while upholding the highest standards of conduct, competence, and integrity.
• Ownership | Every asset, challenge, and opportunity is treated as our own. We deliver all real estate services in-house — never outsourcing responsibility, accountability, or blame.
• Entrepreneurialism | We challenge convention and champion imaginative solutions. Rigorous debate is encouraged, and everyone is empowered to make decisions that elevate performance.
• Meritocracy | Results, hard work, and strong ideas matter more than age, tenure, or titles. We are a diverse team that collaborates openly so each person can reach their full potential.
• Action This Day | We do not defer or delay. Anything that can be done today, is done today.