Credit Controller - 12m FTC in Solihull

Stonegate Group is the UK’s largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld. We’re proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms, including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive.

The Opportunity

As Credit Controller, you will support our publicans by maintaining product supply to pubs while optimising cash collection and reducing credit risk across the business. You’ll build strong, collaborative relationships with both internal teams and external stakeholders, contributing directly to the successful delivery of our departmental goals.

Key Responsibilities

• Develop and maintain strong working relationships with the Operations team and publicans.
• Maintain beer supplies wherever possible.
• Where a publican pays cash with order, continue to seek payment of rent and other outstanding account balances.
• Engage with challenging publican accounts using a firm but fair approach, while working within agreed procedures.
• Review all referred orders promptly.
• Notify RMs of any held orders and seek their support where necessary.
• Ensure all orders are released before the agreed cut-off time.
• Regularly review refer accounts, payment terms, and credit limits.
• Review banking updates promptly, identify all cash receipts, and update Navision notes accordingly.
• Escalate non-compliant accounts promptly to the Credit Control Team Leader in line with process requirements.
• Avoid debt escalation by consistently following agreed procedures.
• Ensure that all elements of a publican account are actively pursued.
• Promote self-serve with our publicans and direct them to the PubHub.
• Continuously challenge the direct debit saturation rate, with the aim of converting cash accounts to direct debit wherever possible, including rent-only arrangements.
• Action seven-day letters in line with the agreed process.
• Issue a Letter Before Action in collaboration with the operations.
• Record all queries in Zendesk and note the ticket number on the Navision account.
• Review this activity weekly and ensure all queries are followed through to resolution.
• Meet the daily target for outbound call activity.
• Conduct a 30-minute fortnightly RM/Credit Controller debt review for each RM and record the outcome in the meeting tracker.
• Ensure Navision records are clear, accurate, and kept up to date.
• Attend Credit Control Team Leader huddles and meetings as required.
• Continually review ways of working and promote new ideas that improve efficiency.
• Take ownership of personal development and career aspirations.
• Delivery of targets and goals.

About You

• Experience of working in a credit control team is essential.
• Excellent communication skills, including a clear and concise telephone manner.
• Ability to show empathy and well-developed listening skills.
• Strong numerical and analytical skills.
• Strong organisational and time management skills.
• Ability to influence at all levels.
• A positive approach and drive to deliver excellent customer service.
• Knowledge of Navision preferred.

What makes Stonegate a great place to work?

At Stonegate, we believe that when you feel your best, you do your best. That’s why we’re committed to supporting the health, happiness, and overall wellbeing of every team member. From lifestyle perks and flexible support to mental health resources, our benefits are designed to help you thrive, both in and out of work.

• 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year.
• Bonus Scheme.
• Access to discounted Private Medical Insurance through Vitality.
• Exclusive discounts on Dental Insurance.
• Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate.
• Life Assurance which gives access to Help @ Hand.
• Access to your pay early via Stream.
• The Stonegate Xtra portal with access to a wide range of high street discounts and offers.
• Discounted access to David Lloyd membership.
• Award winning Learning & Development programmes to drive your career.

If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you.