Job Title: 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 preffered 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
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
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.
