Credit Controller

Role Overview: Credit Controllers are responsible for executing the debt chasing process, communicating with tenants and landlords, and escalating cases as needed. They handle both rent arrears and outstanding fee debt. Responsibilities: Letter 1 (Day 3) to Tenant & Landlord Telephone call with follow-up email (Day 4) to Tenant Respond to Tenant & Landlord queries Letter 2 (Day 7) to Tenant & Landlord Telephone call with follow-up email (Day 8) to Tenant Notify (Day 14) arrears to Branch Directors and PM Letter 3 (Day 14) to Tenant & Landlord Telephone call with follow-up email (Day 15) to Tenant Letter 4 (Day 21) to Tenant & Landlord - Intent to go legal Telephone call with follow-up email (Day 22) to Tenant Discussion to go legal with landlord Progress rent insurance claim Fee chasing (Day 7) letter 1 Telephone call with follow-up email (Day 8) Fee chasing (Day 21) letter 2 Telephone call with follow-up email (Day 22) Fee chasing (Day 31) letter 3 Telephone call with follow-up email (Day 32) Respond to queries Key Performance Indicators (KPIs):

• Timely issuance of arrears letters and follow-ups
• Effective communication with tenants and landlords
• Reduction in rent arrears and fee debt
• Accurate documentation and escalation of legal cases
• Successful coordination with Branch Directors and PMs
• Resolution of queries within defined timeframes