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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Performance MonitoringCall Quality AssuranceWorkload DistributionProcess ImprovementRegulatory Compliance
Soft Skills
Attention to DetailProactive MindsetCommunication SkillsProblem-SolvingAbility to Manage Priorities