Senior Credit Controller

Job Title: Senior Credit Controller

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 

This is an exciting opportunity for an energetic, driven and customer-focused individual to join our fast-growing Credit Control department.

As a Senior Credit Controller, you will play a key role in supporting the performance and development of a small team of Credit Controllers, while taking ownership of credit control activity across your designated region.

You will be responsible for delivering impeccable customer service, driving individual and regional performance, championing best practice and providing guidance and support to colleagues. You will lead by example, demonstrating the highest standards of professionalism and consistently operating in line with our company values.

The Senior Credit Controller will act as a key point of contact and escalation for their region, working collaboratively with internal teams, agents and senior stakeholders to achieve positive outcomes for customers, clients and the business.

Key Responsibilities:  

• Contact customers in arrears at set, regular intervals via telephone, challenging late or non-payment of monthly rent and ensuring customers understand their contractual liabilities, legal procedures, timescales and available options.

• Drive performance within your designated region by identifying opportunities for improvement, addressing underperformance and supporting the implementation of effective collection strategies.

• Providing training and feedback to a small team of credit controllers (both current and new starters) to provide support with their day-to-day activities, query resolution and complaint handling.

• Issue legal notices in line with legislation guidelines and internal procedures.

• Champion best practice guidelines for regulatory requirements, collections and complaint resolution whilst supporting agents within your region to ensure a common and consistent approach is adhered to.

• Ensuring individual & regional (financial) targets and objectives are achieved

• Provide support to the Rent Arrears Manager & Team Leaders by investigating complaints to determine and document root causes to resolve complaints to a satisfactory standard.

• Support the resolution of complex customer queries and complaints, ensuring issues are investigated thoroughly and resolved within appropriate timescales.

• Deliver an impeccable standard of customer service in every interaction, balancing commercial objectives with a fair, professional and empathetic approach.

• Act as a mediator between various parties to ensure best outcome for everyone.

• Act as point of escalation for the region by actively engaging with senior stakeholders and attending regular meetings with the focus to build and maintain interdepartmental rapport.

• Lead by example, consistently demonstrating the behaviours, standards and work ethic expected of a Senior Credit Controller.

• Operate within and demonstrate LRG company values at all times.

• These duties may be reasonably amended from time to time at the discretion of the management.

• Provide support to other departments with ad-hoc credit control functions.

What are we looking for:  

• Credit Control experience.

• Able to lead by example, take ownership of performance and support colleagues to achieve their goals.

• Good business acumen for problem solving and customer focus.

• Highly numerical and analytical, with attention to detail while maintaining an appreciation of the bigger picture.

• Confidence to deal with a range of stakeholders at all levels within the organisation.

• Customer service and phone skills.

• Ability to negotiate the best outcome for all parties.

• Ability to work independently, self-motivate, and work effectively in a team.

• Excellent time management skills and ability to prioritise a demanding workload and meet deadlines.

• Good written and oral communication skills.

• Good level of IT knowledge and proficiency with Microsoft Office packages.

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 salary package

• Quarterly and yearly awards

• Salary sacrifice pension scheme  

• Generous Holiday allowance

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.