Job Description
Job Title: Credit Control Team Leader
Location: London or Cardiff / Hybrid working
About Sonovate
Sonovate is lending and technology company with a clear vision: to be The Funding Platform for the Future of Work. Our embedded payment solution empowers the new world of work. By offering flexible payments, it lets recruiters, consultants, and labour marketplaces place contractors and freelancers to unlock their cashflow to capitalise on the opportunities that flexible working provides. This means our customers can draw funds as and when they need them to pay their workers while waiting for end clients to pay them on their own terms.
Role Overview
The Credit Control Team Leader role will play a senior and critical role within the Business Unit. They will have full responsibility of Credit Control outputs and metrics within their business unit and will be working with the leaders across Sales, Customer Success and Onboarding to support the overall management and profitability of the business unit.
This will include managing the direction for their Credit Control team, setting quarterly rocks that align to the business unit on top of managing everyday SLAs and KPI data to ensure key metrics such as DSO are maintained.
As ultimate owner for Credit Control actions within the business unit, they will need to deep dive into their team to support timely dispute resolutions & maintain relationships with customers and colleagues to put customer results and management front and centre. It is also a point of escalation, knowledge sharing, process optimisation and idea generation to drive innovative solutions that enable success within the portfolio and business.
Success in this role will be measured through achievement of dynamic KPIs, as well as feedback from customers & internal stakeholders.
Key knowledge and skills:
Customer Centric Relationship Management
* Excellent interpersonal and relationship-building skills to maintain the highest levels of customer service
* Continually work to develop strong and commercially centred relationships within your direct and other business units, driving actions and results for the customer base and internal stakeholders.
* Work with the other Team Leaders and Managers to contribute your skill and excellence that move projects forward
* Be the creator and monitor of all credit control procedures and processes as implemented by you / the Business, and lead by example
* Use extensive knowledge of your customer to provide and empower others to provide the best possible service and outcomes to the customers and end clients within your business unit
* Share knowledge and best practice throughout all business units.
Credit Control Leadership & Projects
* Close communication with all stakeholders overseeing the management of concerning key accounts
* Excellent and evidenced people management skills, including performance management and first-line support
* Confident with delegation and ability to prioritise both own and team tasks
* Maintain close communication with your Business Unit Head & Shared Services to ensure a continually improving customer centric approach.
* Able to confidently support the needs and progression of your team, sharing outcomes and challenges with your Business Unit Head
* Strategise and communicate ideas effectively, using great business acumen to support your thought process
Escalation & Complaint Resolution
* Act as the main point of escalation for complaints and disputes, orchestrating relevant corrections, and escalating where necessary
* Escalate issues to relevant stakeholders, using the appropriate channels and resolving through established processes
* Communicate openly and clearly with Customers, End Debtors & internal stakeholders
* Work on an ethos of continuous improvement – coach and mentor your team members through issues or complaints as necessary, sharing insight on how to prevent them in future.
Ledger Reviews & Ledger Support
* Pro-actively monitor & review your team’s ledgers – locating, resolving and preventing the recurrence of issues promptly
* Communicate well with your Senior Credit Controllers, ensuring that accounts of concern from their direct reports are managed effectively
* Use great knowledge of aged debt and how to minimise its impact to implement and monitor best practice in end customer management
* Act as a key ledger escalation point for your team, and a source of knowledge for more complex accounts & queries
* Manage and escalate issues to your Business Unit Head promptly and effectively
* Mentor, coach & support your team members as necessary
* Keep your Business Unit Head aware of any end customer requirements, processes, changes and needs as necessary
Team Analysis, Oversight & Training
* Consistently achieve dynamic KPIs, and support your team to do the same
* Ensure that you and your team complete annual mandatory compliance training within agreed deadlines
* Undertake and participate in on-going training, manage and mentor your team, and support through internal and external training
* Oversee daily cash uploads/allocations within agreed timescales, and assist with any cash allocation/upload issues
* Analyse and report on data pertaining to complaints and issues, sharing key outcomes with your Business Unit Head and other key stakeholders
* Analyse and report on data pertaining to KPIs, using the data to continually pinpoint and resolve issues
What will you get in return?
* 28 days holiday + bank holidays
* Private medical insurance with Bupa
* Employee Assistance Programme
* Techscheme with Apple and Currys PC World
* Cyclescheme
* Working with latest technologies and leading SaaS providers
* Eye care vouchers with Specsavers
* 50% discounted gym membership
* 50% off mobile apps (Calm, Duolingo, Audible, Les Mills)
* 2 days charity leave per year
* You’ll work for a company that is passionate about personal development and a strong community focussed culture
Sound interesting?
If your answer is ‘yes’ and you want to learn more, please email me on alex.morrell@sonovate.com
We know that diverse teams are strong teams. We promote a diverse, inclusive and empowering culture and are committed to recruiting, retaining and developing all our employees. A copy of our Equal Opportunities is available upon request.
Please note: All successful applicants who are offered a role at Sonovate will be required to pass background screening checks before starting with us. These checks will include National ID Checks, Right to Work, Employment References, Adverse Financial History, Criminal Record, Global Sanctions, Bankruptcy checks. Our Talent Acquisition team will be able to run you through these in detail at the early stage of your application.