Job Purpose

The Junior Credit Controller plays a key role in supporting the financial health of the company by assisting with the credit control process and ensuring excellent customer service for inbound payment-related enquiries. This role is ideal for someone looking to build a career in finance or customer service, who has great communication skills, a positive attitude, and a desire to learn.

You’ll be the first point of contact for customers with questions about their accounts, payments, or billing issues. Working closely with your team, you’ll help maintain accurate records, resolve queries efficiently, and support the wider Finance team in achieving collection goals.

This is an entry-level role that combines customer service excellence with financial administration. It offers hands-on experience in credit control processes, exposure to wider finance operations, and an opportunity to develop professionally within a supportive and fast-paced environment.

Main Duties and Responsibilities

• Handle inbound customer enquiries via phone and email in a professional and friendly manner
• Provide clear and accurate information to customers about their accounts, balances, and payment options
• Support the Credit Control team in maintaining up-to-date records of payments and outstanding balances
• Log and monitor customer interactions to ensure queries are resolved efficiently
• Escalate complex cases to senior team members where appropriate
• Assist in monitoring overdue accounts and follow up with customers as directed by the Credit Control Manager
• Work collaboratively with the wider Finance and Customer Support teams to ensure a smooth and positive customer experience
• Contribute ideas to improve processes, communication, and customer engagement
• Maintain confidentiality and adhere to data protection and compliance standards
• Follow legislative guidelines and the Privacy Act, ensuring excellence in customer service

Key attitude/behaviours

Exceptional results require exceptional people. Exceptional people who live and breathe the plan.com values. We are built on trust, fuelled by passion and driven by excellence.

Attributes we look for include:

• Curious and continuous learner – We value individuals who are eager to learn and grow and committed to self-improvement. We encourage continuous learning and provide a wide range of opportunities for personal and professional development.
• Innovative and Initiative – We embrace innovation and encourage our team members to be ambitious, think outside the box, challenge the status quo, and explore new ideas to drive growth and success. We value team players who can work off their own initiative, empower our people to make informed decisions and trust them to do the right thing.
• Adaptable – In a dynamic industry, adaptability is key. We seek individuals who can thrive in a changing environment, embrace new challenges, and quickly adjust to evolving circumstances while maintaining a positive attitude.
• Collaborative – We value the collective power of working together.
• Passion – One of our three core values, passion goes beyond our people's enjoyment of their work. It's a passion for the business and their contribution to furthering its success. It means striving to be the best and encouraging those around us to do the same. And it means not being afraid to take risks. Go big or go home!

Essential Skills

• Excellent verbal and written communication skills
• Strong organisational and time management abilities
• Confidence in handling phone-based and email-based customer interactions
• Basic understanding of Microsoft Office applications (Excel, Outlook, Word)
• Attention to detail and accuracy when managing customer and payment data
• Proactive and professional approach to resolving customer queries

Desirable Skills

• Previous experience in a customer service, finance, or administrative role
• Basic understanding of credit control processes or account management
• Familiarity with CRM or finance software systems

Personal Qualities

• Positive, friendly, and approachable attitude
• Eagerness to learn and develop new skills
• Ability to stay calm and professional under pressure
• Empathetic and patient when dealing with customers
• Reliable and committed team player
• Strong sense of ownership and accountability
• Excellent listening and problem-solving skills
• Ambassador of our corporate values – Trust, Passion, and Excellence

Education & Experience

• GCSEs (or equivalent) in English and Mathematics
• Previous experience in a customer-facing or administrative role is advantageous but not essential