Collections Specialist

Job Summary

Reporting to: Credit Control Manager. Working hours: UK Shift

Job Responsibilities

• Collections escalation and On Stop process.
• Manage the collections escalation process for overdue accounts, ensuring pre-escalation steps are complete before formal action is taken.
• Liaise with Sales and internal teams to obtain additional contacts, background information and context needed to support resolution.
• Carry out customer and business checks using Companies House and online research where required.
• Prepare On Stop summaries for review by the Manager.
• Issue internal two-day notifications and formal five-day letters to customers.
• Contact customers by phone and email to confirm receipt of formal communication and seek resolution of overdue balances.
• Manage internal and customer responses arising from escalation activity.
• Coordinate service blocks and credit blocks, ensuring relevant internal colleagues are informed.
• Manage customer reactivation following settlement or agreed resolution.
• Maintain clear records of escalation activity, outcomes and next steps.
• Provide reporting and analysis on collections escalation performance.
• Disputed and queried invoices: Review invoices flagged as in query or disputed and work with internal teams to identify actions required to resolve disputes or billing issues.
• Insolvency, legal and external agency support: Manage the process when insolvency, administration or liquidation notifications are received.
• Liaise with insolvency practitioners and complete proof of debt documentation where required.
• Update internal stakeholders and customer records accurately.
• Ensure unpaid invoices are reviewed and recommended for bad debt provision where appropriate.
• Prepare relevant information for legal escalation, including Letter Before Action and CCJ preparation where required.
• Liaise with external collection agencies where legal action is not appropriate.

Qualifications Capabilities

• 5+ years previous experience in credit control, collections or accounts receivable.
• Strong understanding of overdue debt escalation processes.
• Confident written and verbal communication skills.
• Ability to manage sensitive customer conversations in a calm and professional manner.
• Strong stakeholder management skills across Sales, Finance and operational teams.
• Confidence with presenting to the Senior Leadership Team.
• Good attention to detail and accurate record keeping.
• Confident using Microsoft Outlook and Excel.
• Strong analytical skills.
• Organised and able to manage multiple cases or workstreams simultaneously.
• Experience managing formal debt escalation processes resulting in service block, credit block or account suspension processes.
• Experience dealing with disputed invoices or query resolution.
• Knowledge of insolvency processes, proof of debt claims or external debt recovery agencies.
• Professional and resilient when handling difficult conversations.
• Collaborative, with a practical approach to working across teams.
• Able to identify process issues and suggest improvements.
• Comfortable working in a fast-paced environment with competing priorities.
• Credit Management qualification is desirable but not essential.

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