Credit Control Manager

At 1st Formations, we empower entrepreneurs to start, run and grow their businesses with confidence. We’re a leading UK provider of company formation and compliance services, building a modern, integrated platform bringing together company formation, compliance, accounting, payroll and ongoing business support. We have strong momentum and ambitious plans for growth:

• £18m annual revenue, including £9m ARR

• Over 1 million companies formed

• Certified B Corp and Carbon Neutral Business

• Forecast to grow 5x–10x over the next three years

• Design, document, and own the end-to-end credit control and collections process.

• Decide the collections timetable and contact strategy for missed and failed payments, including frequency of contact and escalation points.

• Create and continually improve customer communications, including email templates, reminders and telephone scripts.

• Personally manage day-to-day collections across a high volume of customer accounts by telephone and email.

• Handle objections and difficult conversations confidently, including explaining customers’ contractual payment commitments where required.

• Identify genuine billing or service issues and work with our Accounting, Onboarding, Customer Service and Finance teams to resolve them quickly.

• Establish clear escalation routes for unresolved arrears and recommend when accounts should move to the next stage of recovery.

• Maintain accurate records and provide management with clear reporting on arrears, collections, recovery rates, failed payments and reasons for non-payment.

• Identify opportunities to improve payment recovery through better communications, processes, automation and payment-retry workflows.

You will need strong hands-on experience in credit control, collections, or recurring payment recovery, ideally within a subscription, professional services, or other high-volume customer environment. Just as importantly, we’re looking for someone who can build a collections function rather than simply inherit one. You should be:

• Experienced in creating, redesigning or materially improving collections processes.

• Comfortable working independently and taking ownership of both the strategy and day-to-day collections activity.

• Confident and effective on the telephone, including dealing with objections, complaints and difficult payment conversations.

• An excellent written communicator who can create clear, professional and effective customer communications.

• Firm, persistent and commercially minded while maintaining a professional approach to customers.

• Highly organised and able to manage a large number of accounts, follow-ups and escalation actions.

• Comfortable using finance, CRM or payment systems and Excel/Google Sheets for tracking and reporting.

• Experience in accounting, bookkeeping or financial services would be useful but is not essential. Strong collections experience and the ability to build an effective process are more important.

• A CICM qualification, or progress towards one, would be welcome but is not essential.

• Competitive salary and comprehensive benefits package

• Hybrid working

• A high-autonomy role with the opportunity to build and own a new collections function

• Genuine opportunities for progression as the Accounting Service and wider business grow

• The opportunity to influence customer experience, billing processes and product development

• A culture that values ownership, impact and continuous learning

1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from individuals from all backgrounds and will make reasonable accommodations for candidates with disabilities or additional needs.

Compensation: £48K – £52K

• • £48K – £52K

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