Credit Controller

Education/Qualification

• University – BSc Computer Science
• Sixth Form – A Levels in Mathematics, Computer Science and Psychology / AS Level In Economics

Systems used

• Microsoft Word and Excel – Intermediate
• Qube Property Management

Career Summary

Position – Credit Control Administrator

Dates – July 2023 – Present

• Work within a team of seven, reporting to the Supervisor and Operations Manager.

• Administer leaseholder accounts using Qube Property Management Software, including payment allocation, account reconciliation and ongoing arrears management.
• Manage accounts across a portfolio of more than 200,000 residential, commercial and retirement properties throughout England and Wales, ensuring records remain accurate and up to date.
• Maintain a proactive and consistent approach across a shared team caseload, clearing, chasing and allocating payments daily to ensure accounts are processed within expected turnaround times.
• Investigate complex account queries by reviewing lease documentation, payment histories and legal correspondence.
• Recover outstanding ground rent, insurance, subletting and administration charges in line with internal procedures, negotiating payment arrangements and encouraging early resolution before formal legal action becomes necessary.
• Liaise daily with leaseholders, solicitors, management companies and internal property managers to resolve financial and legal account issues.
• Support legal recovery processes for accounts progressing towards County Court action or involving Section 146 notices by analysing account information and preparing accurate documentation for solicitors.
• Handle approximately 15–20 customer enquiries each day by email, alongside telephone enquiries, providing timely and accurate responses while managing a consistently high workload.
• Manage difficult conversations confidently, balancing commercial priorities with customer service to identify practical solutions that benefit both the customer and the business.
• Maintain accurate financial records in accordance with company procedures and compliance requirements.
• Support the wider team by assisting with the onboarding and training of new starters on internal systems, procedures and processes.
• Work closely with Credit Control, Legal and Property Management teams to resolve complex cases and improve customer outcomes.

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