Senior Credit Controller

Selling your home shouldn’t feel like guesswork. At GetAgent, we collate data to show homeowners which estate agents really deliver. The result? Less stress, quicker sales, and happier movers.

We are a growing team of 85+ incredible colleagues working tirelessly to support 20,000 homeowners a month to navigate the complicated process of selling property

Together, we are transforming the experience of selling your home.

Role Overview

As a Senior Credit Controller at GetAgent, you will be the go-to expert for escalated invoice disputes and complaints from our partner agents. Your role is crucial in protecting revenue, maintaining strong partner relationships and shaping the way we handle escalations. You’ll investigate complex issues, resolve disputes and proactively identify ways to prevent future problems, all while supporting the wider Credit Control and operations teams.

What You'll be doing

• Serve as a dedicated point of contact for escalated credit control complaints, ensuring partners feel heard and valued.

• Investigate complex cases, analyse account histories and determine appropriate resolutions.

• Handle complaints verbally and in writing, maintaining clarity, accuracy and compliance with internal communication principles.

• Recommend appropriate further action, including write-offs, concessions, or legal escalation, when necessary.

• Identify recurring issues and propose process improvements to reduce future escalations and risk.

• Provide insight and feedback to leadership on trends, risk areas and partner experience.

• Mentor and coach Credit Controllers on complaint handling and best practices, raising standards across the team.

• Lead by example, demonstrating professionalism, empathy, and excellent service at all times.

What we'll need from you

• Experience and confidence resolving escalated issues / disputes with clients over the phone.

• Experience working with ongoing B2B accounts, with a focus on building and strengthening relationships.

• Ability to build rapport

• Resilience

• Ability to gather necessary information and context to support with decision making - presenting cases in a logical manner

• Good negotiation skills

• Excellent written and numerical skills

• Ability to think on your feet and respond to problems

• Active listening skills: To understand customer concerns and find appropriate solutions.

• Professional and empathetic approach

What's in it for you

• Salary: £36,000

• Benefits: Private Medical Cover, L&D Allowance, Wellbeing Allowance, Perks at Work, Hybrid Working (3 days in the office, 2 WFH), + Various opt In schemes - Check out our careers site for more information.

• Holiday: 25 days + BH

• Join a growing company at an extremely exciting point in our journey

• Work with great people - we place a big emphasis on hiring lovely people. They are the best thing about GetAgent