Job Title: Assistant Credit Control Manager
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 a highly organised, delivery-focused Operations & Project Management professional to support the Group Credit Control Manager in leading the Rent Arrears and Debt Recovery function through a period of significant transformation.
This role goes beyond day-to-day operational support. The successful candidate will play a key role in managing restructuring initiatives, improving customer service and stakeholder relationships, and strengthening operational control across onshore and offshore teams. They will take ownership of key projects, drive change, and provide hands-on leadership where existing management capability requires support.
The ideal candidate will have proven experience in project management, team leadership (including offshore teams), and service improvement, with the confidence to challenge, influence, and deliver in a fast-paced, regulated environment.
Key Responsibilities:
Project Management & Transformation
* Lead and deliver end-to-end operational projects related to team restructuration, process redesign, and service improvement.
* Act as a key delivery partner to the Head of Credit Control, translating strategic objectives into executable plans.
* Manage change initiatives, ensuring teams are engaged, supported, and aligned throughout transition periods.
Operational Leadership & Team Management
* Provide hands-on leadership support to the Rent Arrears function, stepping into a people-management role where required.
* Coordinate and oversee the offshore team’s activities, ensuring daily tasks, targets, and quality standards are consistently met.
* Monitor adherence to rent arrears chase cycles, SLAs, and internal performance standards.
* Act as a senior escalation point for operational issues, customer complaints, and workflow bottlenecks.
* Produce and maintain operational performance reports and dashboards to support decision-making.
Compliance & Process Management
* Ensure all processes and communications comply with UK Residential Rent-Based (RRA) regulations and company policies.
* Support the audit and quality assurance process by conducting regular checks on offshore team outputs.
* Identify compliance risks and flag non-adherence to leadership in a timely manner.
Training & Development
* Assess training needs for both onshore and offshore teams.
* Collaborate with the Learning team to design and implement relevant training programs.
* Provide coaching and mentoring to ensure consistency and excellence in service delivery.
Performance & Continuous Improvement
* Analyse performance data to identify trends, areas for improvement, and root causes of inefficiencies.
* Contribute to the creation and implementation of continuous improvement strategies that drive team productivity and performance.
Customer Journey & Experience
* Gather feedback and provide actionable insights to improve the customer journey, particularly for landlords.
* Work closely with Lettings teams to ensure alignment in customer communications and issue resolution.
* Support initiatives that aim to increase customer satisfaction and reduce arrears.
Culture & Engagement
* Promote a culture of accountability, ownership, and collaboration.
* Support engagement initiatives, particularly for offshore colleagues, during periods of change.
* Help stabilise and motivate the team during high-pressure or transition phases.
Additional Responsibilities:
* Consistently operate within and demonstrate LRG company values.
What are we looking for:
Essential:
* Demonstrable experience in customer service roles with a focus on issue resolution and communication.
* Proven experience in managing or coordinating offshore or remote teams.
* Strong organisational and multitasking skills, with keen attention to detail.
* Familiarity with rent arrears processes and chase cycles.
* Understanding of UK RRA compliance and regulatory requirements.
* Data-driven mindset with the ability to interpret and present operational data.
* A proactive, problem-solving approach with a continuous improvement mindset.
Desirable:
* Experience within the property management, lettings, or housing industry.
* Knowledge of relevant systems used in the lettings or debt recovery environment (e.g., CRM systems, arrears management tools).
* Experience working in regulated or compliance-heavy environments.
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 and Commission structure
* 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.