Credit Controller

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About The Role

The Credit Controller is responsible for managing a portfolio of customer accounts to maximise cash collection, minimise financial risk and protect company revenue. The role is responsible for proactively collecting overdue debt, resolving customer account queries and maintaining strong working relationships with both internal and external stakeholders. Working independently, the Credit Controller will manage their own ledger, identify potential credit risks and support the wider Credit & Collections team in delivering operational excellence. This role requires an experienced Credit Controller who is confident analysing accounts, making informed decisions and identifying opportunities to improve processes through better use of technology, reporting and automation.

Principal Accountabilities

Credit Control & Cash Collection

• Manage a portfolio of customer accounts and take ownership of all collection activity in collaboration with the travel counsellors.
• Contact customers by telephone, email and written correspondence to recover outstanding balances.
• Achieve agreed cash collection and aged debt reduction targets.
• Investigate overdue balances and resolve payment delays promptly to maintain compliance with credit insurance.
• Maintain accurate collection notes and customer records within the head office systems.
• Escalate high-risk accounts in accordance with Credit & Collections procedures.
• Recommend accounts for legal recovery or external collection where appropriate.

Customer Account Management

• Investigate and resolve invoice disputes by working closely with internal departments.
• Build positive working relationships with customers and internal stakeholders.
• Ensure customer accounts remain accurate and up to date.
• Respond professionally to customer queries within agreed service levels.
• Identify opportunities to improve the customer payment experience while protecting company cash flow.

Credit Risk Management

• Monitor customer payment behaviour and identify emerging risks.
• Review customer credit exposure and recommend credit limit amendments where appropriate.
• Ensure insurance conditions are met
• Escalate accounts showing signs of financial pressure.
• Support bad debt prevention activities.

Reporting & Analysis

• Review aged debt reports and prioritise collection activity.
• Analyse customer payment trends and identify collection opportunities.
• Use Microsoft Excel to investigate balances, reconcile accounts and support decisions.
• Produce accurate reports where required by management.

Continuous Improvement

• Identify opportunities to improve Credit & Collections processes.
• Support the use of automation and AI to improve productivity.
• Assist with testing new processes and system improvements.
• Contribute ideas that simplify manual activities and improve team efficiency.

Systems Used

• Admin Studio (out inhouse system)
• Microsoft Excel
• Microsoft Outlook
• Microsoft Teams
• Microsoft Office
• AI tools including Microsoft Copilot or ChatGPT

Essential

Required Experience

• Minimum two years' experience in a dedicated Credit Control or Accounts Receivable role.
• Experience independently managing a customer ledger.
• Proven experience collecting overdue debt by telephone and email.
• Experience resolving disputed invoices.
• Strong commercial awareness and problem-solving skills.
• Excellent communication
• Strong organisational and time management skills.
• Advanced Microsoft Excel skills including:
• Pivot Tables (mandatory)
• X / VLOOKUP (mandatory)
• SUMIFS (desirable)
• IF statements (desirable)
• Conditional Formatting (desirable)
• Working with large datasets
• Experience using ERP systems
• Ability to prioritise workload and meet deadlines.

Desirable

• Experience using Microsoft Dynamics 365.
• Experience using Power BI or Power Query.
• Experience using Microsoft Power Automate.
• Experience supporting process improvement initiatives.
• Experience using AI tools such as Microsoft Copilot or ChatGPT.

Our Benefits

• Competitive salary + annual bonus
• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 28 after 5 years)
• Enhanced Maternity/Paternity pay
• 1 day paid charity day
• Company events and incentives
• 3x salary death in service benefit
• Pension scheme
• Private Medical Insurance or Healthcare Cash Plan
• Free breakfast and beverages

Inclusive Recruitment at Travel Counsellors

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process and will make every effort to accommodate reasonable adjustments where required. We believe diverse perspectives strengthen our team and encourage all to apply.