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Job Specification: Senior Credit Control Officer Reports to: [Head of Finance] Team: Financial Solutions / Arrears Management Location: Brentford or Harlow People responsibility: Initially none, but expected to take on leadership responsibilities as the function scales. Role Purpose The Senior Credit Control Officer is responsible for the end-to-end management of arrears, repayment solutions, and debt recovery activities across the Credit Union. The role ensures that members in financial difficulty are treated fairly and ethically while protecting the organisation’s financial position, minimising loan losses, and ensuring compliance with regulatory expectations. This is a senior, analytical, and member-focused role requiring strong judgement, excellent communication skills, and the ability to balance commercial, regulatory, and ethical considerations. Key Responsibilities 1. Arrears Management & Member Engagement • Monitor the loan book daily/weekly to identify emerging arrears and potential high-risk accounts., • Contact members in arrears via phone, email, SMS and written communication to understand circumstances, provide support, and agree appropriate repayment solutions., • Conduct affordability assessments (aligned with FCA and industry standards) to determine realistic repayment plans, forbearance, or restructuring options., • Manage sensitive conversations with members in financial difficulty in a compassionate, ethical, and solutions-oriented manner., • Oversee the process for rescheduled or re-written loans, ensuring consistent application of internal policies. 2. Credit Control Strategy, Policy & Process • Develop, update and embed Credit Control policies, procedures, and workflows in line with regulatory expectations, internal risk appetite, and best practice., • Identify control gaps, improve processes, and introduce new tools and technologies to enhance arrears collection efficiency and member experience., • Ensure all member-facing teams understand basic credit control processes and can provide accurate information to members. 3. External Debt Collection Oversight • Determine when accounts should transition from internal arrears management to external debt collection, based on risk appetite, cost/benefit analysis, and member circumstances., • Act as the primary liaison with third-party Debt Collection Agencies (DCAs), monitoring:, • performance KPIs,, • recovery rates,, • compliance with ethical and regulatory standards,, • value for money., • Review DCA performance data and recommend continuation, escalation, or termination of mandates. 4. Financial Analysis & Loan Loss Provisions • Analyse arrears trends, delinquency migrations, roll rates, and recovery patterns to identify emerging risks., • Provide monthly reporting for management and the Board on arrears, collections performance, and expected credit losses (ECL)., • Work closely with Finance to:, • calculate and validate loan loss provisions,, • understand the impact of write-offs on P&L,, • forecast impairment and recovery levels., • Contribute to stress testing, scenario analysis, and forward-looking risk assessments. 5. Data & Reporting • Maintain accurate and detailed member account notes, arrears records, and repayment agreements., • Produce high-quality management information, including:, • arrears by ageing category,, • new delinquencies vs cures,, • repayment plan performance,, • DCA outcomes,, • provisions and write-offs,, • Consumer Duty-aligned outcomes analysis., • Support quarterly and annual reporting requirements, including materials for the Board, auditors, and potential investors. 6. Risk, Compliance & Conduct • Maintain up-to-date knowledge of regulatory expectations relating to credit control, Consumer Duty, forbearance, fair treatment of customers, and debt collection., • Ensure all arrears and collections activity remains compliant with FCA Handbook, CONC, and internal policies., • Handle member complaints relating to arrears or collections promptly, fairly, and in line with internal complaints procedures., • Demonstrate high standards of integrity, professionalism, and ethical judgement in all member interactions. 7. Team & Leadership (as the function grows) • Support the training, coaching, and development of junior team members., • Help design team structure, performance metrics, and workflow standards for a growing arrears management function., • Provide cover for the Head of Finance or Risk & Compliance Manager as needed on credit-related matters. Person Specification Essential Skills & Experience • Significant experience in credit control, arrears management, or collections within a financial services organisation (bank, credit union, building society, or FCA-regulated lender)., • Strong understanding of ethical and responsible lending practices., • Experience conducting affordability assessments and agreeing repayment solutions., • Strong analytical capability, with the ability to interpret financial and member data to drive decisions., • Excellent communication and negotiation skills, including the ability to manage sensitive conversations., • High proficiency in Excel and core Microsoft applications., • Experience managing relationships with external service providers or debt collectors., • Proven ability to balance commercial objectives with fair customer outcomes. Desirable • Experience working within a credit union or similar mutual financial institution., • Understanding of IFRS 9 impairment principles (or willingness to learn)., • Experience building or improving credit control processes or systems., • Experience in team leadership or mentoring. Qualifications Essential • A finance-related qualification or equivalent relevant industry experience. Desirable • Additional credit management, financial analysis, or regulatory qualifications (e.g., CICM, CeMAP, or similar). Conduct Rules (FCA) You must: • Act with integrity., • Act with due skill, care and diligence., • Be open and cooperative with the FCA, PRA, and other regulators. Values & Behaviours • Ethical, member-focused and compassionate., • Highly organised and reliable., • Analytical and commercially aware., • Calm under pressure, able to manage complex or sensitive cases., • Collaborative team player who contributes to a strong risk culture.

Marketing & Business Development Executive (Full-time / Part-time options available) ABOUT US IDEA Design Hub CIC (IDEA) is a UK-based social enterprise originally founded in Hong Kong in 2009. Since expanding to London in 2021, IDEA has continued its mission to inspire learning and innovation through design, empowering children and young people to think creatively, collaborate effectively, and shape a more empathetic world. OUR VISION At IDEA, we believe that Design Thinking, Creativity, and Empathy are essential tools for building a better future. Our name reflects our philosophy "Involve in Design, Empower with Action" as we nurture children’s ability to learn through making, exploring, and meaningful collaboration. We strive to make creative education accessible to all, helping young people discover confidence, imagination, and problem-solving through art, architecture, and design. OUR PROGRAMMES Since 2009, IDEA has delivered a wide range of creative, hands-on learning programmes across the UK, Hong Kong, Cambodia, India, and Nepal, engaging children from diverse backgrounds through innovative and inclusive design-based learning. Our programmes include: • After-school Clubs – Little Architect, Little Fashion Designer, Comic, Manga & Anime Drawing, Digital Art & Video Game Clubs, • Community Design Projects – Outdoor Learning Space Design, Age-friendly and Sensory Garden Design for SEND, • Holiday, Activities and Food (HAF) Programmes, • School Building Project, • Public Furniture Design & Build Events, • Creative Training Workshops OUR RECOGNITIONS & PARTNERS IDEA collaborates with a global network of schools, cultural institutions, and community partners to create meaningful learning experiences for children and young people. In 2015, IDEA was honoured by UN Volunteers as one of the Five Hundred Stories, recognising our impact in advancing the Millennium Development Goals (MDGs) through volunteering and education. London • Department of Education, Borough of Bromley, • Shepherds Bush Library, Borough of Hammersmith & Fulham, • Lyric Hammersmith Theatre, • Partnerships with 25+ Primary Schools including:, • Hammersmith & Fulham: Greenside Primary School, Kenmont Primary School, St John XXIII Catholic Primary School, The Good Shepherd Catholic Primary School and Holy Cross RC Primary School, • Richmond upon Thames: St John the Baptist Junior School, • Kingston upon Thames: St Agatha’s Catholic Primary School, • Westminster: Gateway Academy, • Haringey: Eden Primary School Hong Kong • Ying Wa College, • Caritas Wong Tai Sin Centre, • Youth Outreach Hong Kong, • The Hong Kong Institute of Architects Cambodia • Cambodian Children’s Advocacy Foundation, • National Technical Training Institute India • Kalki Welfare Society, • Allam’s Creative Nepal • Future Village Nepal THE ROLE We are seeking a highly motivated and strategic Marketing and Business Development Executive to join our expanding team in London. This is an exciting opportunity for a proactive, relationship-driven individual who thrives in a creative, purpose-led environment. You will lead efforts to grow IDEA’s reach and partnerships, connecting with schools, local authorities, and community organisations, while driving business development, outreach, and engagement initiatives that strengthen IDEA’s mission and impact. The role combines strategic thinking with hands-on relationship building, ideal for someone who is passionate about education, design, and social innovation. KEY RESPONSIBILITIES • Identify and pursue new business and partnership opportunities across education, community, and creative sectors., • Build and nurture long-term relationships with schools, cultural institutions, and local authorities., • Develop tailored proposals and partnership models that align with client and community needs., • Conduct market research and competitor analysis to identify trends and opportunities., • Collaborate with the marketing and creative teams to design campaigns that promote IDEA’s programmes and social mission., • Represent IDEA at events, meetings, and presentations with confidence and professionalism., • Negotiate partnership agreements and manage the business development pipeline using Salesforce or equivalent CRM tools., • Provide insights and feedback to the management team to inform growth strategy and programme development. ESSENTIAL SKILLS & EXPERIENCE • Proven experience in business development, partnerships, or sales, ideally within education, creative industries, or community organisations., • Excellent communication, presentation, and networking skills., • Strong organisational and time management abilities., • Ability to work independently, take initiative, and deliver against targets., • Proficiency in Salesforce or similar CRM systems., • Degree in Marketing, Business Administration, or related discipline., • Minimum 2 years’ experience in a business development or client-facing role. DESIRABLE ATTRIBUTES • Experience in art, design, or creative education., • Understanding of social enterprise models and community engagement approaches., • Knowledge of the London education and cultural landscape., • Enthusiasm for design thinking and innovation in learning. PERSONAL QUALITIES • Empathetic and perceptive, with a genuine passion for people and creative learning., • Professional, articulate, and engaging communicator., • Creative problem-solver who enjoys developing new ideas and partnerships., • Adaptable, resilient, and energised by challenges., • Collaborative team player with an entrepreneurial mindset. WHAT WE OFFER • A chance to join a purpose-driven organisation making a measurable social impact., • Opportunities to shape IDEA’s growth and partnerships strategy., • Supportive, creative, and collaborative working culture., • Flexible working arrangements., • Continuous professional development and creative freedom., • Job Types: Full-time, Part-time Experience: Business development: 2 years (preferred) Licence/Certification: Driving Licence (preferred) Work Location: In person