Role Overview:
Credit Controllers are responsible for executing the debt chasing process, communicating with
tenants and landlords, and escalating cases as needed. They handle both rent arrears and
outstanding fee debt.
Responsibilities:
Letter 1 (Day 3) to Tenant & Landlord
Telephone call with follow-up email (Day 4) to Tenant
Respond to Tenant & Landlord queries
Letter 2 (Day 7) to Tenant & Landlord
Telephone call with follow-up email (Day 8) to Tenant
Notify (Day 14) arrears to Branch Directors and PM
Letter 3 (Day 14) to Tenant & Landlord
Telephone call with follow-up email (Day 15) to Tenant
Letter 4 (Day 21) to Tenant & Landlord - Intent to go legal
Telephone call with follow-up email (Day 22) to Tenant
Discussion to go legal with landlord
Progress rent insurance claim
Fee chasing (Day 7) letter 1
Telephone call with follow-up email (Day 8)
Fee chasing (Day 21) letter 2
Telephone call with follow-up email (Day 22)
Fee chasing (Day 31) letter 3
Telephone call with follow-up email (Day 32)
Respond to queries
Key Performance Indicators (KPIs):
- Timely issuance of arrears letters and follow-ups
- Effective communication with tenants and landlords
- Reduction in rent arrears and fee debt
- Accurate documentation and escalation of legal cases
- Successful coordination with Branch Directors and PMs
- Resolution of queries within defined timeframes
