About us

We seek to provide a best in class customer experience by managing financial services for students and customers, combined with collecting income to maintain a healthy financial position for the School.

To deliver a plethora of financial services in an environment that supports learning, extend our engagement with the immediate and wider LSE communities by marketing our services and skills.

Continue to review and expand our current services by offering technology that improves the student and customer experience whilst also ensuring that the LSE remains on a sound financial base.

• Respect: Treat all customers with courtesy and respect in all interactions and across all mediums of communication.

• Feedback: Enable customers to provide feedback simply, through customer surveys and online feedback forms. We will provide email links to our feedback questionnaire on all documentation issued from the team.

• Impartiality: Undertake all aspects of our service to you fairly and impartially. 

• Transparency: Act openly and transparently in our application of policies and procedures

• Communication: Always provide clear, intelligible and customer-friendly policies and responses to your enquiries. We will also be clear on what our role is and what we can and cannot do. 

• Improvement: Aim to meet and where possible exceed service level commitments, listen to the feedback you provide and improve our services.

• Professionalism: Always act professionally towards all customers

• Signpost: Direct you to the appropriate service or team if we cannot assist you.

The Cash Management Team are responsible for the following functions:

• Timely recording of all income received into the School's bank accounts.
• Bank reconciliations for all bank accounts for the LSE, LETS, and TRIUM.
• Investigating unidentified income
• Treasury Management 
• Supporting the Payment Acceptance Strategy 

The team is Managed by Isidore Dossouhon (Cash and Reconciliation Manager).

The Customer Support Team are responsible for:

• Online Store: Product set ups
• Central refunds processing (Staff and students)
• U.S. Federal Loans Administration 
• Canadian Loans Administration
• Student Support Services: Drop in, Call Centre & enquiry handling.
• Student Finance Hub & Payment Portal Support 
• Advice: Student Fees Policy & Credit Management Policy 

The Customer Support Team is managed by Carly Wilkinson (Customer Support Manager).

The Credit Control and Compliance team are responsible for:

• Accurate and timely student billing & collection to reduce bad debt
• Collection strategy for all commercial and student income
• Management information & regulatory reporting
• Information and advice: Policy and procedures
• Enrolment verification for U.S. Federal Loans
• Risk assessment for student progression
• Commercial debtor: New debtor, Sales invoice and credit notes authorisation 

The Credit Control & Compliance Team are managed by Ade Oyewumi (Deputy Head of Fees, Income and Credit Control)

The Quality Accreditation (CICMQ) is granted by The Chartered Institute of Credit Management to organisations meeting best practice standards in Credit & Collections. The accreditation programme covers the Credit Policy, Customer Service, Personal and Professional Development, Performance Monitoring and KPIs, Compliance, Stakeholder Management, Credit Roadmap and Innovation and Change.

The quality of the Credit & Collections operation is a key component of a company’s performance, profitability and sustainability. The Chartered Institute of Credit Management’s Quality Accreditation Programme (CICMQ) is confirmation that London School of Economics and Political Science (LSE), Fees, Income and Credit Control Team (FICC) is following best practice and delivering high quality support for the business and its stakeholders.

Fees, Income and Credit Control office achieved this accreditation with merit in November 2023.

The Fees, Income and Credit Control team are the proud recipients of the Chartered Institute of Credit Management 2021 Credit Team of the Year.

CICM : " This entry recognised the benefit of transparency, customer segmentation, flexibility within a framework, knowledge sharing, financial counselling - shows a real deep understanding of debt resolution - clearly a team that shows forward thinking and growth”

The Fees, Income and Credit Control are proud finalists in both the 2021 & 2022 Credit Awards -  Category Public Sector Team of the Year.

The Fees, Income and Credit Control have been shortlisted for B2C Team of the year and Innovation in Credit awards.