Rent Arrears Team Leader

LRG

Team Leader managing day-to-day operations of rent arrears teams across locations. Working with a property company focusing on customer service and team performance in hybrid mode.

Posted 7/4/2026full-timeWorthing • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management skills, with a focus on coaching, performance management, and driving continuous improvement in collections activities. Proven ability to manage operational metrics, ensure compliance, and enhance customer service in a fast-paced environment.

Highest-signal resume keywords

Team ManagementPerformance ManagementCustomer ServiceAnalytical SkillsCoaching Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MonitoringCall Quality AssuranceWorkload DistributionProcess ImprovementRegulatory Compliance

Soft Skills

Attention to DetailProactive MindsetCommunication SkillsProblem-SolvingAbility to Manage Priorities

Industry Keywords

Rent ArrearsCredit ControlCollectionsProperty SectorCustomer Service Environment

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