Credit Controller

About the Company:

carloans 365 is a fast-growing, industry-leading car finance broker based in Sale, just 10 minutes from Manchester city centre.

Our mission is simple: to empower our customers by securing the best finance deals tailored to their needs, helping them drive away in their perfect car. With rapid growth and a reputation for delivering exceptional customer service, we pride ourselves on making car finance quick, easy, and hassle-free. Join us at carloans 365, where customer satisfaction drives our success.

Enough about us, what's the role?

The Credit Controller (Complaints & Collections) is responsible for recovering outstanding balances, handling complaint-related arrears and managing accounts through early to late-stage collections. This includes proactive chasing of overdue payments, resolving disputes, negotiating payment arrangements and escalating cases to pre-legal or legal action where necessary.

You will protect the business from unpaid debt whilst maintaining professionalism, ensuring compliance with FCA guidelines and delivering fair outcomes for customers.

Responsibilities:

• Proactively chase overdue dealers payments via phone, email, SMS and written communication
• Manage a portfolio of arrears accounts, ensuring timely and compliant collection activity
• Negotiate repayment plans that align with dealers affordability and business needs
• Monitor broken arrangements and re-engage dealers quickly
• Handle complaints relating to arrears, disputes and service issues in line with FCA DISP and internal processes
• Investigate disputed balances and collaborate with internal teams to resolve issues
• Explain balances, charges and repayment requirements clearly and accurately
• Issue pre-legal warnings and Letters Before Action when required
• Prepare complete case files for external solicitors or legal partners
• Support the progression of CCJs and enforcement action
• Maintain accurate case notes and activity logs on internal systems
• Deliver fair, transparent and compliant communication in all interactions
• Identify vulnerable customers and follow appropriate support procedures

What we're looking for:

• Previous experience in credit control, payment collections, debt recovery, or arrears management
• Experience handling complaints, disputes, or FCA-regulated dealer interactions
• Strong negotiation and communication skills, with confidence handling difficult conversations
• Ability to manage a fast-paced caseload and prioritise high-risk accounts
• Excellent attention to detail and accuracy when managing customer accounts
• Understanding of pre-legal escalation, debt recovery processes and CCJ pathways (desirable)
• Knowledge of Consumer Duty, FCA conduct rules and Treating Customers Fairly
• Resilient, professional and able to remain calm in pressured or emotional situations
• Proficient with CRM systems and Microsoft Office (Excel essential)

Details:

• Base salary £27,500 - £32,000 DOE
• Working pattern: Mon-Fri: 9am – 5.30pm / 9.30am – 6 pm
• 20 days holiday + 8 bank holidays + 1 additional day off for your birthday

Benefits:

• Exceptional coaching and support to ensure you're learning, developing, and progressing from day one
• A fast-growing business with great career progression opportunities
• Additional leave (Birthday off)
• Company events and regular social activities
• Employee Assistance Programme
• Discounted or free food
• Generous spot prizes and incentives
• Great career progression opportunities

Job Types: Full-time, Permanent

Pay: £27,500.00-£32,000.00 per year

Ability to commute/relocate:

• Sale, M33 7RR: reliably commute or plan to relocate before starting work (required)

Experience:

• Credit Controller: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person