Job Description

About the Company:

carloans 365 is a fast-growing, industry-leading car finance broker based in Sale, just 10 minutes from Manchester city centre.

Our mission is simple: to empower our customers by securing the best finance deals tailored to their needs, helping them drive away in their perfect car. With rapid growth and a reputation for delivering exceptional customer service, we pride ourselves on making car finance quick, easy, and hassle-free. Join us at carloans 365, where customer satisfaction drives our success.

Enough about us, what's the role?

The Credit Controller (Complaints & Collections) is responsible for recovering outstanding balances, handling complaint-related arrears and managing accounts through early to late-stage collections. This includes proactive chasing of overdue payments, resolving disputes, negotiating payment arrangements and escalating cases to pre-legal or legal action where necessary.

You will protect the business from unpaid debt whilst maintaining professionalism, ensuring compliance with FCA guidelines and delivering fair outcomes for customers.

Responsibilities:

Proactively chase overdue dealers payments via phone, email, SMS and written communication Manage a portfolio of arrears accounts, ensuring timely and compliant collection activity Negotiate repayment plans that align with dealers affordability and business needs Monitor broken arrangements and re-engage dealers quickly Handle complaints relating to arrears, disputes and service issues in line with FCA DISP and internal processes Investigate disputed balances and collaborate with internal teams to resolve issues Explain balances, charges and repayment requirements clearly and accurately Issue pre-legal warnings and Letters Before Action when required Prepare complete case files for external solicitors or legal partners Support the progression of CCJs and enforcement action Maintain accurate case notes and activity logs on internal systems Deliver fair, transparent and compliant communication in all interactions Identify vulnerable customers and follow appropriate support procedures

What we're looking for:

Previous experience in credit control, payment collections, debt recovery, or arrears management Experience handling complaints, disputes, or FCA-regulated dealer interactions Strong negotiation and communication skills, with confidence handling difficult conversations Ability to manage a fast-paced caseload and prioritise high-risk accounts Excellent attention to detail and accuracy when managing customer accounts Understanding of pre-legal escalation, debt recovery processes and CCJ pathways (desirable) Knowledge of Consumer Duty, FCA conduct rules and Treating Customers Fairly Resilient, professional and able to remain calm in pressured or emotional situations Proficient with CRM systems and Microsoft Office (Excel essential)

Details:

Base salary 27,500 - 32,000 DOE Working pattern: Mon-Fri: 9am - 5.30pm / 9.30am - 6 pm 20 days holiday + 8 bank holidays + 1 additional day off for your birthday

Benefits:

Exceptional coaching and support to ensure you're learning, developing, and progressing from day one A fast-growing business with great career progression opportunities Additional leave (Birthday off) Company events and regular social activities Employee Assistance Programme Discounted or free food Generous spot prizes and incentives Great career progression opportunities
Job Types: Full-time, Permanent

Pay: 27,500.00-32,000.00 per year

Ability to commute/relocate:

Sale, M33 7RR: reliably commute or plan to relocate before starting work (required)
Experience:

Credit Controller: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person