Credit Controller

Credit Controller

Eastleigh - Office based

£30k - £35k

About Us

We are a web and voice media specialist that has spent nearly 20 years helping over 10,000 businesses grow through integrated digital services - website design and development, SEO, PPC, social advertising, branding, and business-grade telecoms - all delivered by our fully in-house UK team.

Backed by private equity investment, we are scaling rapidly through both organic growth and strategic acquisitions, while preserving the entrepreneurial, people-first culture that has been the foundation of our success.

The Opportunity

We are looking for an organised, customer-focused Credit Controller to join our credit control team. Reporting to the Credit Control Manager, you will be the first point of contact for customers on anything to do with their billing - working the credit control inbox, setting up direct debits, allocating payments on our billing platform, and answering the queries that come with a large base of small and medium-sized customers.

Where a direct debit fails, or a customer pays by BACS or card, you will pick up the phone and collect the payment. It is a busy, varied role with a lot of customer contact, and it matters: accurate billing records and prompt payment keep both our customers and our cash flow in good shape.

Key Responsibilities

Credit Control Inbox & Customer Enquiries:

• Review and respond to emails arriving in the credit control inbox, working them through to resolution rather than leaving them open.
• Handle billing enquiries from customers by email and telephone, explaining charges clearly and in plain English.
• Investigate and resolve billing discrepancies, liaising with sales and customer service where the answer sits outside finance.
• Escalate complex or sensitive accounts to the Credit Control Manager with the background already gathered.

Direct Debits & Payment Setup:

• Set up new direct debit mandates accurately and in line with scheme rules.
• Maintain and amend existing mandates, including changes to bank details, payment dates and amounts.
• Monitor direct debit runs and identify failed or returned collections promptly.
• Keep customer payment records complete and up to date on the billing platform.

Payment Allocation & Records:

• Allocate incoming payments accurately against customer accounts and invoices on the billing platform.
• Investigate and clear unallocated and part-paid items so balances reflect reality.
• Maintain clear, well-documented notes on every account so any colleague can pick it up.
• Support the Credit Control Manager with routine reporting on collections and outstanding items.

Collecting Payment:

• Contact customers whose direct debit has failed and secure payment, re-presenting or rescheduling where appropriate.
• Collect payment from customers who pay by BACS or card, taking payments securely over the telephone.
• Follow up on payment commitments and chase promptly where a promise to pay is missed.
• Work through overdue balances methodically each day, prioritising by age and value.

Process & Continuous Improvement:

• Follow credit control processes consistently and suggest improvements where a step is slowing things down.
• Make good use of AI and automation across inbox handling, reminders and reporting - a core expectation, not a nice-to-have.

What you'll Bring

Essential

• Experience in a credit control, billing, accounts receivable or finance administration role.
• Confident telephone manner and the resilience to ask a customer for payment politely and firmly.
• Strong written communication - able to answer a billing query clearly first time.
• High level of accuracy when setting up payment details and allocating cash.
• Well organised, with the discipline to work a busy shared inbox and keep on top of it daily.
• Comfortable working across finance, billing and CRM systems, with solid Excel skills.
• Positive attitude to AI and automation as a way to handle more volume without dropping the ball.

Desirable

• Experience of direct debit collections and scheme rules (Bacs / SEPA).
• Experience taking card payments over the telephone in a PCI-compliant environment.
• Background in telecoms, digital services or another subscription-billing business.
• CICM study or qualification, or an appetite to start it.

What's On Offer

• Competitive salary commensurate with experience.
• A varied role with real customer contact rather than a narrow back-office remit.
• Support for professional development, including CICM study.
• Clear progression as the credit control function grows with the business.
• A vibrant, inclusive, collaborative culture in a well-established business with two decades of growth behind it.

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