Job Title: Assistant Manager
Location: Becket House, Worthing Hybrid 3 days from home
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 and proactive Operations Assistant to support the Debt Recovery and the Rent Arrears team in delivering effective, compliant, and customer-centric services. This is a pivotal role responsible for driving operational excellence, supporting offshore team management, and contributing to continuous improvement initiatives across the Rent Arrears function.
The ideal candidate will have a strong background in customer service, experience managing or coordinating offshore teams, and preferably a working knowledge of the property management or lettings industry.
Key Responsibilities:
Operational Support & Team Coordination
* Support the Debt Recovery and Rent Arrears team day-to-day operations
* Coordinate activities of the offshore team, ensuring daily tasks and targets are met.
* Monitor the team's adherence to the rent arrears chase cycle and internal SLAs.
* Act as a point of contact for escalations and workflow bottlenecks, resolving or escalating as appropriate.
* Maintain operational reports and performance dashboards to support decision-making.
Compliance & Process Management
* Ensure all processes and communications comply with UK Residential Rent-Based (RRB) 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.
* Propose and pilot process optimisations, reporting back on outcomes and ROI.
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.
Team Motivation & Culture
* Promote a positive team culture that fosters collaboration, ownership, and accountability.
* Contribute to employee engagement strategies and initiatives, particularly for offshore team members.
* Celebrate team successes and support morale during high-pressure periods.
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 RRB 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
* 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.