Nicole Louise Thomson
@nicolelouisethomson
Senior Credit Controller focused on customer service, affordable repayment arrangements, and cash collection.
United KingdomWhat I'm looking for
I’ve built my career in customer service and credit control, with a strong focus on helping customers understand their accounts and agreeing payment arrangements that are affordable. I’m numerate, organised, and self-motivated, and I enjoy meeting the challenge of managing accounts while staying customer-focused.
In my current role as a Senior Credit Controller, I take inbound calls to discuss customer accounts, set up payment arrangements for outstanding debt, and ensure billing continues appropriately. I also carry out credit checks and work through income and expenditure with customers to confirm commitments that are realistic and within affordability.
Previously, I’ve supported end-to-end account and collections work, including producing aged debt reports, working to payment terms, and using negotiation to maximise cash collection and reduce aged debt. I’ve coached and developed others, supported escalations, and helped teams run daily workloads with clear reporting and performance monitoring.
Across earlier roles, I strengthened my administration and customer contact skills through contract renewals, invoicing, order processing, and call handling. I bring a calm, professional approach to resolving queries, achieving call targets and KPI outcomes, and improving team performance through training, recruitment, and structured day-to-day leadership.
Experience
Work history, roles, and key accomplishments
Senior Credit Controller
Utilita
Aug 2019 - Present (6 years 11 months)
Handled inbound calls from customers to discuss accounts and set up affordable payment arrangements for outstanding debt. Completed credit checking, reviewed income and expenditures, and ensured billing going forward met customer affordability.
Warehouse Assistant
CIMC-Whitburn
Jun 2019 - Sep 2019 (3 months)
Booked in customer deliveries and supported deliveries by phone and email. Created manifests for courier and pallet collections, approved invoices for payment, and produced daily collection and workload reports.
Sales Administrator
BT Local Business
Jan 2019 - Mar 2019 (2 months)
Supported the sales team with inbound and outbound calling and booking contract renewals. Created contracts and issued them to customers for e-signature.
Credit Control Team Leader
DHL
Jun 2010 - Sep 2013 (3 years 3 months)
Ran credit ratings for clients, approved and continued lines of credit, and met with customers to agree payment options and credit. Led weekly coaching for a team of 10, supported hiring inputs, and created induction packs for new starters.
Contact Advisor
HMRC
Jul 2008 - Feb 2010 (1 year 7 months)
Provided customer service via telephone and email using probing questions and active listening to resolve enquiries. Managed call-handling tasks such as transfers, messages, call backs, and held calls, including handling angry or upset callers professionally.
Education
Degrees, certifications, and relevant coursework
Armadale Academy
GCSE / Standard Grades (equivalent), Languages
2004 - 2008
Grade: Standard Grades: English 2, Maths 2, Home economics 3, Chemistry 1, Social and vocational skills 1, Computing 1, History 3, Craft and design 2; English language expertise listed as expert
Completed Standard Grades (GCSE-equivalent level) at Armadale Academy across subjects including English and Maths, along with Chemistry, History, Computing, and others.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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