[Hiring] Credit Controller @Keyloop

Role Description

This Fixed Term Contract role has been created to support a targeted project to recover overdue debts from a portfolio of hard-to-recover B2B clients. These are accounts with significant arrears, history of non-payment, disputed invoices, or complex commercial relationships that require a specialist, high-effort collections approach.

The successful candidate will work closely with the wider credit team, account managers, and legal counsel to reduce the overdue debt book, implement escalation strategies, and drive cash recovery while maintaining commercial relationships where viable.

Key Responsibilities

• Own and manage a defined portfolio of hard B2B accounts with overdue balances, working to agreed cash collection targets and KPIs.
• Conduct high-volume outbound contact (calls, emails, written correspondence) to chase outstanding invoices and negotiate repayment.
• Apply structured escalation processes, including formal demand letters, Late Payment Act notices, and referrals to legal/external debt recovery where appropriate.
• Negotiate payment plans and settlements with debtors while protecting the business’s commercial position.
• Identify root causes of non-payment (e.g. disputes, cash flow issues, insolvency risk) and take appropriate action.
• Investigate and resolve invoice disputes, working cross-functionally with sales, operations, and billing teams to unblock payments.
• Review account histories to identify patterns, dispute trends, or systemic billing errors that are preventing recovery.
• Maintain detailed and accurate records of all communications and actions in the collections system/CRM.
• Produce regular account status updates and escalation reports for the Credit Manager.
• Assess debtor risk and make recommendations on credit holds, account suspensions, or write-off proposals.
• Ensure all collections activity complies with relevant legislation including the Late Payment of Commercial Debts Act, GDPR, and internal credit policy.
• Support the preparation of legal documentation packs where accounts are referred for litigation or external recovery.
• Monitor insolvency notifications and act promptly to protect the business position as a creditor.
• Provide weekly and monthly reporting on portfolio performance, cash collected, overdue aging, and escalation status.
• Contribute to project reviews and lessons-learned sessions at regular intervals throughout the FTC.
• Identify accounts suitable for write-off or provision and present recommendations with supporting evidence.

Qualifications

• Proven B2B credit control or commercial collections experience, ideally including exposure to hard or complex accounts.
• Demonstrable track record of cash collection against targets in a high-pressure environment.
• Confident negotiator with the ability to handle difficult and often confrontational conversations professionally.
• Strong knowledge of the collections lifecycle, escalation tools, and legal remedies available in a B2B context.
• Excellent written and verbal communication skills — able to produce clear, firm, and professional correspondence.
• High attention to detail and strong organisational skills to manage a large, complex portfolio simultaneously.
• Proficient in Microsoft Excel and experience with collections systems or ERP platforms.
• Fluent English.

Requirements

• Experience working on a targeted debt recovery project or within a specialist hard collections team.
• Familiarity with the Late Payment of Commercial Debts (Interest) Act 1998.
• Exposure to insolvency processes (e.g. administration, liquidation) and creditor rights.
• CICM (Chartered Institute of Credit Management) qualification or working towards it.
• Experience liaising with external solicitors or debt collection agencies.

Key Competencies

• Resilience & Tenacity: Maintains focus and drive when managing unresponsive or difficult clients over extended periods.
• Commercial Awareness: Balances debt recovery with preserving valuable commercial relationships where appropriate.
• Problem Solving: Identifies blockers to payment and proactively finds solutions across functions.
• Communication: Adapts tone and approach depending on debtor type — firm yet professional at all times.
• Accountability: Takes ownership of the portfolio, actions, and outcomes without close supervision.
• Judgement: Knows when to escalate, negotiate, or walk away — and can articulate the rationale clearly.

Benefits

• Collaborate and learn from industry experts from all over the globe.
• Work with game-changing products and services.
• Get the training and support you need to try new things, adapt to quick changes, and explore different paths.
• An inclusive environment to thrive.
• We believe people should be paid based on their performance, so our pay and benefits reflect this.
• Opportunities for career growth through investment in development.