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Rent Arrears Team Leader
Team Leader - Rent Arrears
Location: Becket House, Worthing
Brand: LRG
About Us
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary And Key Responsibilities
We are seeking an experienced and motivated Team Leader to oversee the day-to-day operations of a rent arrears team across both onshore and offshore locations. This role is responsible for driving team performance, ensuring high-quality customer interactions, and maintaining service levels while supporting continuous improvement within the function.
The successful candidate will combine strong leadership capability with a proactive, detail-oriented approach and a commitment to delivering excellent customer service.
Credit Control experience is preferred, however, we will consider someone with previous experience in a Team Leader position within a transferrable industry.
Key Responsibilities
- Lead, coach, and develop a team responsible for managing rent arrears accounts
- Oversee both onshore and offshore team operations, ensuring alignment and consistency in performance and processes
- Monitor and manage team performance against agreed SLAs and KPIs
- Conduct regular call quality assurance reviews and provide structured feedback to improve standards
- Ensure agents are delivering effective, compliant, and customer-focused collections activity
- Manage workload distribution across the team to optimise productivity and efficiency
- Identify performance gaps and implement targeted training and development plans
- Drive a culture of continuous improvement, identifying process enhancements and efficiencies
- Support the implementation of new initiatives, systems, or regulatory requirements
- Handle escalated cases and provide resolution support where needed
- Maintain accurate reporting on team performance, arrears levels, and operational metrics
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What Are We Looking For
- Strong team management and leadership skills
- Proactive mindset with the ability to anticipate issues and take initiative
- High attention to detail and accuracy
- Excellent customer service and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong analytical and problem-solving capabilities
- Experience in coaching and performance management
- Demonstrated experience leading or supervising teams, including remote/offshore teams
- Previous experience within the property sector (preferred)
- Proven background in credit control, ideally within rent arrears or collections (desirable)
- Experience working in a customer service or call center environment
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What We Can Offer You
- Proven track record for career growth and advancement within the company
- Market leading training and ongoing professional development
- Supportive and collaborative team environment
Benefits
- Competitive base salary
- Quarterly and yearly awards
- Salary sacrifice pension scheme
- Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.
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