King’s College London’s Finance Department is seeking a highly motivated and detail-oriented individual to join our exceptional Credit Control team as a Senior Credit Controller.

 

As part of the Finance, Procurement, Strategic Planning and Analytics Directorate (FPSPA), the Credit Control team manages the invoicing and collection of over £750 million annually in tuition, residence, and commercial income from students, sponsors, embassies, the Student Loan Company, and other customers.

 

This is an exciting opportunity to become part of a dynamic, collaborative, and high-performing team within one of the world’s most prestigious universities. The successful candidate will play a critical role in overseeing the credit control function—ensuring timely and accurate receivables management and supporting the financial sustainability of the institution.

 

 

Details:  

King’s College London is seeking a proactive, detail-oriented, and motivated individual to join our Credit Control team as a Senior Credit Controller. In this pivotal role, you will work closely with the Section Supervisor and wider team to manage university’s debt in line with the university’s credit policy. This is a fantastic opportunity to contribute to the financial health of a world-renowned institution while working in a collaborative, high-performing environment.

 

Debt Recovery and Reporting: The role is responsible for the recovery of outstanding university fee balances in accordance with institutional policies and procedures. This includes monitoring overdue accounts, engaging with relevant parties to secure payment, and taking appropriate action to recover unpaid amounts. The role also involves producing accurate and professional reports for management with excellent attention to detail, outlining the status of recovery efforts and identifying any notable issues or trends affecting university fee collection.

 

Customer Service Management: A core component of this role is overseeing high volumes of inbound communications, including emails and phone calls, from a range of stakeholders regarding university fee matters. The postholder is expected to manage and respond to these inquiries promptly and effectively, ensuring compliance with service level agreements (SLAs) and maintaining a consistently high standard of customer service and satisfaction.

 

Proactive Communication: This role requires a proactive and professional approach to engaging with individuals and third parties regarding outstanding university fee accounts. The focus is on resolving issues promptly and effectively, while maintaining clear, courteous, and constructive communication to support positive relationships and encourage timely resolution of balances.

 

Collaboration and Query Resolution: The role involves working closely with internal departments, external stakeholders, and legal representatives to resolve complex fee-related queries. Responsibilities include investigating issues thoroughly, providing accurate and timely information, and facilitating effective collaboration to ensure prompt and professional resolution of disputes or misunderstandings.

 

Payment Arrangements: The role involves evaluating requests for payment extensions or instalment plans related to university fees. This includes reviewing financial information, making informed decisions, and establishing suitable payment arrangements. Ongoing responsibilities include monitoring adherence to agreed terms and taking appropriate action in cases of non-compliance, such as renegotiating terms or initiating escalation procedures.

 

Escalation and Recommendation: When internal recovery efforts are exhausted, the role involves advising senior staff on appropriate next steps for unresolved university fee accounts. This may include recommending escalation actions such as referral to external collection agencies, ensuring all decisions align with institutional policies and procedures.

 

Team Performance and Objectives: Collaboration with colleagues is key to achieving both individual and team objectives. The role involves contributing to shared goals by exchanging knowledge, providing support across tasks, and actively participating in the delivery of performance targets established by supervisory leadership.

 

Process Improvement: The role promotes a culture of continuous improvement, encouraging active participation in initiatives aimed at enhancing operational effectiveness. This includes identifying opportunities for improvement, contributing to or leading short-term projects, and implementing changes that deliver measurable benefits for the team and the wider organization.

 

Documentation and Review: Maintaining accurate and up-to-date documentation of processes and system configurations is a key aspect of the role. This ensures procedures are clearly recorded, centrally stored, and regularly reviewed to reflect operational changes. Effective documentation supports compliance, staff training, and ongoing improvement initiatives.

 

Analytical and Escalation Handling:  This role demands strong analytical abilities and meticulous attention to detail in evaluating processes, identifying inefficiencies, and constructively challenging suboptimal practices. Precision is essential when reviewing complex data, interpreting policies, and assessing the implications of decisions. As a key escalation point, the role involves resolving complex issues thoroughly and accurately, providing clear guidance on challenging cases, and working collaboratively with other departments to ensure efficient, compliant, and well-coordinated operations.

 

Overpayment Processing: The role includes managing the accurate processing of overpayments in line with institutional policies and regulatory requirements, including anti-fraud and anti-money laundering standards. It involves handling refunds across multiple payment methods such as card transactions, bank transfers, and third-party platforms. Additionally, the role requires coordination and compliance in administering external loan schemes, ensuring timely allocation of funds to fees and the appropriate refunding of surplus balances.

 

During off-peak periods in the fee collection cycle, the role holder may be required to support the RMID team across their Pre-Award, Post-Award and Credit Control activities. 

 

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.