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The primary function of the Credit Control Manager is to manage the Credit Control function of Capital Credit Union, to pursue outstanding debts from members, maximise bad debt recovery and lead operational improvements across the full Credit Control journey.

Main areas of responsibility

• The postholder will work closely with members, third-party agencies and internal departments to minimise losses arising from loan delinquency, maximise debt recovery outcomes and support members experiencing financial difficulties.
• The role covers the full arrears lifecycle, from early-stage intervention through to legal recovery and enforcement activity. Early-stage arrears management is currently supported through a Credit Union Service Organisation (CUSO) and the Flexys arrears platform, with the postholder acting as the key liaison, whilst taking full ownership of later-stage arrears and recovery activity. The role requires a proactive and hands-on approach with regular member contact and close management of recovery actions.
• The postholder will focus on identifying and implementing process improvements through the use of automation and AI solutions to improve operational efficiency and recovery performance.
• The role will also involve gathering, analysing and interpreting arrears and recovery performance data, providing regular reporting and insight to senior management to support operational oversight and strategic decision-making.

Key tasks

• To understand and apply the legal and regulatory requirements surrounding debt recovery, including FCA requirements and Consumer Duty principles, ensuring appropriate action is taken to protect Credit Union funds and support fair member outcomes.
• To proactively manage arrears cases across all stages of delinquency, ensuring accounts are identified, progressed, and resolved in line with Credit Union procedures and regulatory requirements.
• To maintain regular telephone and other contact methods with members regarding missed payments, negotiate sustainable repayment arrangements, and support positive recovery outcomes.
• To manage complex and later-stage arrears cases, including legal recovery activity, repayment plans and enforcement action involving Debt Collection Agencies, Sheriff Officers & Legal Firms.
• To liaise with the Credit Union Service Organisation (CUSO), Flexys arrears platform teams and internal departments to support effective account management, escalation processes and member engagement activity.
• To analyse arrears and recovery data, identify trends and operational risks, and provide regular reporting and insight to senior management to support strategic decision-making.
• To identify and implement process improvements through automation and AI solutions to improve operational efficiency and recovery performance.
• To manage and develop the internal policies and procedures relating to arrears management and debt recovery.
• To manage relationships and processes relating to Credit Reference Agencies, including reporting, account updates, dispute resolution ensuring data accuracy and compliance.
• To handle bad debt correspondence received from Debt Management Companies and/or Insolvency Practitioners to ensure that the Credit Union and individual member’s interests have been looked after and the time periods for response have been adhered to.

Qualifications and skills required

• Significant experience in Credit Control, ideally within a Financial Services or regulated environment, including managing complex arrears cases and working with third party debt collection agencies and legal firms.
• Strong knowledge of debt recovery, legal enforcement processes, and regulatory requirements relating to consumer lending and arrears management, with the ability to manage cases confidently and make informed decisions independently.
• Excellent communication, negotiation and customer service skills, with confidence managing high volumes of telephone-based member contact, handling sensitive conversations professionally and achieving positive recovery outcomes.
• Strong analytical and data-handling skills, with the ability to interpret arrears trends, identify operational risks and produce meaningful reporting to support decision-making.
• Highly organised and self-motivated, with the ability to work independently, manage workload effectively and proactively progress recovery activity with minimal supervision.
• Ability to identify and implement operational improvements to enhance efficiency and performance, including through automation and AI solutions.
• Experience using Microsoft Office applications, particularly Excel, alongside arrears management, CRM, workflow management, or case management systems.

Hours of work

Normal hours of work are 36.25 per week. The Credit Union opens from Monday to Friday with hybrid working offered. The Postholder may be required to work out with normal office hours. Time will be recompensed through time off in lieu of hours worked.