Credit Control Administrator

The role of Credit Control Administrator sits within the Credit Control team and will report to the Credit Control Assistant Manager. The purpose of the role is to support the team in delivering all aspects of credit control across the University.

Responsibilities include:
- Ensuring the University's debt policies are adhered to whilst dealing with student/customer accounts
- Answering phone calls and responding to written correspondence in relation to overdue accounts
- Liaising with internal departments regarding overdue debts to ensure records are accurate
- Discussing and agreeing alternative payment plans where permitted
- Assisting in the preparation of debt files for referral to debt collectors
- Working with all levels of staff across the University and close liaison with the student billing team, Treasury team and accounts payable team

Service Delivery:
- Contribute to equality, diversity and inclusion and the University's values
- Provide an excellent and timely service to students, colleagues and anyone else encountered as part of the role
- Use experience and problem-solving skills to resolve routine issues such as payment queries and provide information and updates to help the team find solutions
- Collect, organise and record data and information accurately and provide reports as required
- Promote positive wellbeing arrangements which benefit the individual and the team
- Apply relevant professional and regulatory standards (e.g. data protection) when managing data
- Use standard office-based devices and applications such as Word, Excel and PowerPoint to deliver services
- Update guidance on standard operating procedures followed by the team
- Assist in arranging team meetings and room bookings for the credit control team

Teamwork:
- Resolve queries and respond to requests for information and advice, bringing complex issues to the attention of more experienced team members
- Help the team organise and provide administrative services that support key activities and contribute to team planning
- Help ensure that products and services are adapted in response to feedback and to meet changing demands

Communication/Liaison:
- Seek feedback from students, staff and others on their requirements from the service
- Record information and respond to queries received
- Liaise with staff in other areas, professional organisations and agencies to ensure efficient and collaborative service delivery
- Liaise with external suppliers, contractors, specialists and service providers
- Provide support for meetings, working groups and committees, including preparing and sending documents, drafting reports and taking minutes

Essential Criteria:
1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics, or equivalent experience
2. Experience of working in a busy office environment, preferably within a large organisation with credit control experience, delivering front line administrative services across a high volume of transactions and queries
3. Experience of communicating effectively with customers (in person and in writing) including experience of telephone collections
4. Demonstrable ability to proactively work with team members to ensure the delivery of high-quality services
5. Experience of working on the front line with service delivery, and the ability to work under pressure and meet tight deadlines without compromising on quality
6. Experience of large ERP systems such as Oracle/SAP
7. Excellent oral and written communication skills including the ability to draft routine credit control correspondence and a good telephone manner
8. Ability to develop effective working relationships, both internally and externally
9. Ability to be assertive and persuasive with good negotiation skills
10. Ability to deal with difficult conversations and diffuse confrontational situations over the phone and in person
11. Ability to solve problems as part of a team, resolve issues, plan solutions and make pragmatic decisions
12. Demonstrable ability to provide advice and guidance to a range of customers and colleagues
13. Strong digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking systems and project planning
14. Experience of working with debt collection agencies and preparing cases for referral
15. Evidence of personal development to maintain skills

Desirable Criteria:
16. Experience of working within the higher education sector

Benefits:
- 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year (39 days total)
- Parking across campus, cycle to work scheme, and discounts with local bus and train companies
- Exclusive discounts via benefits portal including supermarkets, high street retailers, Apple, eating out and attractions
- On-site nursery rated Outstanding by Ofsted, and holiday camps for children aged 5–16
- Discounted membership for sport and gym facilities and access to a 24/7 Employee Assistance Programme
- Volunteering opportunities
- Generous family friendly policies including maternity and adoption leave
- Learning and development opportunities including qualifications, IT skills, courses and apprenticeships
- Generous pension schemes

This is a hybrid role requiring a minimum of 2 days in the office each week. The base location is Boldon House, situated on the outskirts of Durham near the Arnison Centre in Pity Me.