Team Leader - Rent Arrears

About the Company

LRG are an award-winning national property company with over 300 branches across England and Wales. They offer tailored training and development programmes and are committed to delivering an outstanding customer experience.

Responsibilities

• Lead, coach, and develop a team responsible for managing rent arrears accounts
• Oversee both onshore and offshore team operations to ensure alignment and consistency
• Monitor and manage team performance against agreed SLAs and KPIs
• Conduct regular call quality assurance reviews and provide structured feedback
• Ensure agents deliver effective, compliant, and customer-focused collections activity
• Manage workload distribution to optimize productivity and efficiency
• Identify performance gaps and implement targeted training and development plans
• Drive a culture of continuous improvement and process enhancement
• Handle escalated cases and provide resolution support
• Maintain accurate reporting on team performance and arrears levels

Requirements

• Strong team management and leadership skills
• Experience leading or supervising teams, including remote/offshore teams
• 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 a customer service or call center environment

Preferred Qualifications

• Previous experience within the property sector
• Proven background in credit control, ideally within rent arrears or collections