Job Summary Table of Credit Controller

Job Description Summary

Lead the Credit Control team at King’s College London, managing the invoicing and collection of over £750 million annually in tuition, residence, and commercial income while ensuring compliance with financial policies and providing exceptional customer service.

Responsibilities

• 💰 Debt Recovery and Financial Reporting: Recover outstanding university fee balances according to institutional policies and procedures. Monitor overdue accounts, engage with relevant stakeholders to secure payment, and take appropriate action for unpaid amounts. Produce accurate management reports detailing recovery status and identifying trends affecting university fee collection.

• 📞 Customer Service Excellence: Oversee high volumes of inbound communications from various stakeholders regarding university fee matters. Respond promptly and effectively to inquiries while maintaining compliance with service level agreements (SLAs) and delivering consistently high customer satisfaction.

• 📣 Strategic Communication: Proactively engage with individuals and third parties regarding outstanding university fee accounts. Resolve issues efficiently while maintaining clear, courteous communication to support positive relationships and encourage timely resolution of balances.

• 🤝 Stakeholder Management: Serve as the key contact for resolving high-level or contentious queries requiring careful handling and professional judgment. Maintain strong relationships with internal and external stakeholders, offering timely, well-informed responses to facilitate productive dialogue.

• 💳 Payment Arrangement Evaluation: Assess requests for payment extensions or installment plans related to university fees. Review financial information, make informed decisions, and establish suitable payment arrangements. Monitor adherence to agreed terms and take appropriate action in cases of non-compliance.

• ⚖️ Complex Case Management: Take ownership of complex, unresolved, high-value, or sensitive cases requiring collaboration with legal representatives or other departments. Apply sound judgment and policy understanding to ensure effective and compliant resolution.

• 📊 Analytical Insight and Process Improvement: Apply strong analytical abilities to evaluate processes, identify inefficiencies, and constructively challenge suboptimal practices. Review complex data with precision, interpret policies accurately, and assess decision implications effectively.

• 👥 Team Support and Development: Collaborate with the Credit Control Supervisor to maintain a high-performing, service-focused team. Help coordinate workloads, flag capacity or service issues, and offer peer support to colleagues. Assist with onboarding and training new staff members.

• 💡 Continuous Improvement: Promote a culture of continuous improvement by identifying enhancement opportunities, contributing to or leading short-term projects, and implementing changes that deliver measurable benefits to the team and wider organization.

• 📝 Documentation Management: Maintain accurate, up-to-date documentation of processes and system configurations. Ensure procedures are clearly recorded, centrally stored, and regularly reviewed to reflect operational changes.

• 🔄 Overpayment Processing: Manage the accurate processing of overpayments in accordance with institutional policies and regulatory requirements, including anti-fraud and anti-money laundering standards. Handle refunds across multiple payment methods and coordinate external loan schemes.

Benefits and Perks

• Competitive salary with London Weighting Allowance
• Working at one of the world’s most prestigious universities
• Professional development opportunities within a dynamic financial environment
• Being part of a collaborative, high-performing team with clear career progression
• Central London location at the historic Guy’s Campus
• Opportunity to contribute to the financial sustainability of a leading educational institution

Company Overview

King’s College London is a world-renowned university at the heart of London, dedicated to excellence in education and research. The university’s Finance Department plays a crucial role in supporting its academic mission by ensuring financial sustainability and efficiency across operations. As part of the Finance, Procurement, Strategic Planning and Analytics Directorate (FPSPA), the Credit Control team manages over £750 million annually in tuition, residence, and commercial income.

Company Culture

King’s College London prides itself on being inclusive and welcoming, embracing diversity and creating an environment where everyone feels they belong and are connected to the community. The Credit Control team operates with a focus on professionalism, accuracy, and customer service excellence. Team members collaborate closely to achieve shared goals while maintaining the highest standards of financial practice and integrity.

Career Growth Opportunities

This position offers significant potential for professional growth and development within King’s College London’s financial operations. The successful candidate will gain valuable experience in managing complex financial processes within a large institution, developing leadership skills, and contributing to strategic financial planning. The role provides exposure to various aspects of university finance, creating opportunities for advancement into senior financial management positions.

Diversity, Equity, Inclusion, and Belonging

King’s College London is committed to creating an inclusive environment where diversity is valued and everyone feels welcome. The university actively works with staff and unions to develop and sustain a diverse and inclusive culture that benefits all members of the community.

Equal Opportunity Statement

King’s College London is an equal opportunity employer committed to creating a diverse community. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Credit Controller Experience Requirements for Academic Finance Excellence

Essential Criteria:

1. 🎓 Qualifications and Experience: Degree or recognised financial qualification (e.g., CICM, AAT, ACCA), or equivalent practical experience in finance or credit control.

2. ⏱️ Debt Management Experience: Minimum 3 years’ experience in a Higher Education Institution handling complex debt-related queries, efficiently managing high volumes within strict deadlines.

3. 📈 Proven Collection Success: Demonstrated achievement in high-volume debt recovery, applying effective collection strategies while maintaining positive customer relationships and consistently meeting targets.

4. 🗂️ Organizational Excellence: Strong ability to prioritize and manage workload independently, handle tight deadlines, and process high volumes of inquiries accurately and efficiently.

5. 🔢 Numerical and Technical Proficiency: High level of numerical accuracy with advanced Excel skills (pivot tables, VLOOKUP, data analysis tools) and proficiency in standard office software.

6. 🔍 Meticulous Attention to Detail: Demonstrates a thorough and professional approach, ensuring high standards of accuracy, autonomous task management, and consistent quality of work.

7. 🗣️ Communication and Independence: Ability to work independently while communicating effectively with various stakeholders. Shows a clear, solutions-focused approach and commitment to continuous improvement.

8. 👥 Leadership Experience: Proven experience leading or supporting a credit control team, overseeing daily operations, providing guidance on complex cases, and driving performance in a target-focused environment.

Desirable Criteria:

1. 💻 System Knowledge: Familiarity with SITS or SAM for student records, and Unit4 ERP (Agresso) for finance and reporting functions.

2. 📋 Compliance Understanding: Knowledge of financial controls, anti-fraud regulations (Money Laundering, Proceeds of Crime Act), and risk awareness in financial operations.

3. 🔒 Data Protection Awareness: Understanding of GDPR and data protection principles, particularly in handling financial and personal data securely.

Application Process

1. Submit your CV and supporting statement detailing how you meet the essential criteria
2. Applications will be reviewed against the criteria listed in the job description
3. Shortlisted candidates will be invited for an interview
4. Final selection will be made based on interview performance and qualifications

Application Deadline

Applications must be submitted by 08 June 2025.

How to Apply

To apply for this position, please click on the Apply Now button and follow the application instructions. All candidates must submit a CV and supporting statement demonstrating how they meet the essential criteria listed in the job description.

FAQs or Additional Information

• The successful candidate may be required to support the RMID team across their Pre-Award, Post-Award, and Credit Control activities during off-peak periods in the fee collection cycle.
• For more information about the application process and how your application will be reviewed, please visit the ‘How we Recruit’ pages on the King’s College London website.
• For specific queries about this position, please contact Antony Harrild at Antony.Harrild@kcl.ac.uk.

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