Credit Controller - B2C

Your new company
Bristol based business

Your new role

This role plays a key part in helping company customers experiencing financial difficulties. The team provides support through inbound and outbound communication, case management, and resolution of debt-related queries and complaints. The team goal is to assist customers in resolving their debt efficiently while balancing both business and customer needs.Key Responsibilities:

• Handle inbound client contacts and outbound collection campaigns.
• Take ownership of team success, ensuring objectives, SLAs, and KPIs are met.
• Plan and allocate resources to maintain efficient team operations and manage workloads.
• Act as an escalation point for complex debt-related queries from the team and other business areas.
• Coach, mentor, and develop the team, helping individuals reach their full potential and maintain high performance.
• Set and monitor team and individual objectives.
• Conduct monthly 1-to-1s, as well as mid-year and year-end appraisals.
• Manage attendance, sickness, and behaviour in line with company policies and values.
• Monitor team performance, offering motivation, feedback, and coaching to improve productivity and customer satisfaction.
• Ensure that policies and processes comply with relevant regulations.
• Become a subject matter expert in debt collection policies and processes, sharing knowledge with the team.
• Oversee and complete reporting and workload monitoring.
• Carry out any other duties as required by the Collections Manager or Head of Collections.

What you'll need to succeed

• Previous experience in a people management role is essential, with strong leadership skills.
• Background in debt collection or a customer contact environment (B2C experience preferred but not essential).
• Strong coaching and mentoring abilities with a passion for developing individuals.
• Excellent communication skills, able to build and maintain relationships with customers and internal stakeholders.
• Confidence in delivering training sessions to the team.
• Strong planning and organisational skills.
• Effective time management, with the ability to prioritise workloads.
• Ability to make quick and effective decisions with integrity and tenacity.
• Skilled in objection handling, problem-solving, and data analysis.
• Experience in managing change and risk.
• Committed to continuous improvement, open to feedback, and proactive in making adjustments.
• A strong team player with a flexible, adaptable, and creative approach to work.

What you'll get in return

• Flexible working options available.
• Contributory pension scheme
• Hybrid working (two office days per week, including Wednesday team anchor day)
• Flexible benefits and discounts
• 25 days holiday plus bank holidays
• Cycle-to-work scheme and onsite parking
• Current working hours are 8am to 4pm or 9am to 5pm. The role operates on a hybrid basis, requiring office attendance two days per week, including a dedicated
  team anchor day on Wednesdays.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. INDHAF

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk