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Credit Controller

Leeds, West Yorkshire, United Kingdom
Competitive Salary
Closing date
Nov 25, 2022

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Job Role
Credit Control
Contract Type
Full Time
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Role: Senior Credit Controller (Block Management)
Site: Whitehall Waterfront, Leeds


Gem Estate Management is a leading residential block management company, delivering services through the group of companies nationwide. We currently manage thousands of apartments in the UK and are involved in numerous schemes at different stages of development. Our clients include major developers, resident management companies, freeholders, investment funds, and we also represent thousands of leaseholders nationwide.

The diversity of our client base calls for an integrated team approach and our experts strive to deliver value to our clients through clear, innovative thinking and timely solutions. We are also firm believers that you create your own success! As an entrepreneurial business we recognise and promote individuals who show potential to commit and grow with the business.

Gem Estate Management is part of the Qdime group of companies, recently acquired by Cortland, who wish to become the leader in both BTR and Block Management in the next 5 years through organic growth as well as acquisitions in the UK.


This role sits within the Block Management department and is a support role for both the Property Managers and our external leaseholders. The suitable candidate will be responsible for the collection of ground rent and service charge across our portfolio of circa 8000 units. The ideal candidate will have a proven track record of exceptional communication skills, attention to detail and the ability work as part of a busy team. We are seeking a confident, ambitious individual who is self-motivated and has a “can-do” attitude. Your responsibilities include but are not limited to:

• Collection of Service Charge and Ground Rent.
• Identify and chase arrears by email and letter
• Answer the telephone and take leaseholder payments via WorldPay.
• Negotiate and monitor payment plans.
• Liaise with Property Managers regarding leaseholder queries and outstanding maintenance issues.
• Liaise with solicitors, instructed in connection with debt recovery and monitor performance on each individual case.
• Prepare arrears reporting for both internal and external stakeholders
• Produce bespoke reports for clients in connection with the arrears at the respective property.
• Liaise with the Pre-Sales and Legal enquiries team to assist with sales of leaseholder apartments and reassignments of leases.
• Account reconciliations.
• Prepare information and supporting evidence for Court Papers or leaseholder tribunals.
• Update leaseholder records.
• Handle where possible and escalate where needed, complaints and issues to the relevant portfolio manager and in line with company procedures if a formal complaint is lodged.
• Identify improvements and efficiencies in our current Credit Control process.


• Previous Credit Control experience is a must.
• Efficient in maintaining administration and finance records electronically.
• Think on the spot and deal with issues and challenges in a timely fashion.
• Proactive and dynamic taking ownership of all of core duties.
• Accuracy and attention to detail.
• Experience in excel and the formatting of documents.
• Understanding the importance of achieving deadlines and ensuring quality output.
• To ensure confidentiality and security of all business, client and customer documentation/information.
• Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes as necessary.
• Experience in the formatting of documents.
• Strong interpersonal skills.
• Ability to organize and manage multiple priorities without immediate supervision.
• Ability to communicate effectively with stakeholders with strong written communication skills.
• Ability to multi-task and prioritize daily tasks to meet deadlines timely.
• Strong proficiency with Microsoft Excel, word and outlook.
• Flexible and collaborative approach to working with clients, leaseholders and associates across all levels as well as working as part of a team.
• Attention to detail.
• Ability to approach problems both logically and creatively.
• Proactive and dynamic taking ownership of all of core duties.
• Confident and pro-active approach.
• Use initiative and take responsibility for providing solutions.


Within the group we understand that client service delivery and a focus on the resident experience sits at the heart of what we do. We put our customers and our residents first and enjoy the part we play in building vibrant, new communities.
We have worked extensively on large residential developments throughout the UK which has allowed us to develop specific experience and expertise in all the key areas that are relevant to successful management delivery. We are very fortunate to have a talented team and it is their combined experience which ensures we are at the forefront of the industry today.

Many of our competitors talk about what services they provide but we believe what makes us different is that we have been delivering these promises now for several years, at sites across the country. With plans of further expansion, we would be delighted to see whether you believe you are the right person to continue this exciting journey with us.

GEM / Qdime / Cortland is an equal opportunities employer
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