Job Description

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.

We are seeking a highly motivated and resilient Credit Controller to join our fast-paced Credit Control team. This role is primarily focused on high-volume outbound and inbound telephone collections, managing over 100 customer calls per day using the Five9 automated dialler system.

The successful candidate will be responsible for recovering outstanding debt, confirming invoice receipt, obtaining payment commitments, logging customer queries, and ensuring accurate documentation across multiple business systems, including Five9, IFS, Esker, and Service Cloud.

Core Role & Responsibilities:

• Proactively contact customers via phone, email, and written correspondence to recover overdue payments.
• Complete an average of 100+ outbound/inbound customer calls per day using the Five9 dialler.
• Confirm invoices have been received and investigate any missing documentation.
• Secure payment commitments and confirm expected payment dates.
• Negotiate repayment plans in line with company policy where appropriate.
• Identify reasons for non-payment and work with customers to resolve outstanding balances.
• Reconcile customer accounts and investigate account discrepancies.
• Accurately log customer queries within Esker and ensure they are assigned to the appropriate internal department for resolution.
• Liaise with Sales, Operations, Billing, Cash Allocation and other internal teams to resolve invoice and payment issues promptly.
• Ensure every customer interaction is documented with clear, detailed and accurate notes.
• Identify opportunities to improve processes and customer experience.
• Support departmental initiatives focused on operational efficiency.
• Identify customers at risk of default or bad debt.
• Escalate high-risk accounts in accordance with company procedures.

Requirements

Essential:

• Previous experience in Credit Control, Customer Service, or a similar role.
• Experience in a high-volume outbound calling environment.
• Excellent telephone, negotiation, and influencing skills.
• Confident in discussing overdue accounts and securing payment commitments.
• Strong attention to detail and commitment to accurate record keeping.
• Ability to prioritise competing workloads in a fast-paced environment.
• Strong written and verbal communication skills.

Desirable

• Understanding of accounting and credit control principles.
• Experience reconciling complex customer accounts
• Knowledge of dispute resolution processes.
• Continuous improvement mindset with a focus on operational excellence

Benefits

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance