Assistant Credit Control Manager Finance and Accounts Becket , United Kingdom

Job Title: Assistant Credit Control Manager

Location: Becket House, Worthing

Brand: LRG

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.

We are seeking a highly organised, delivery-focused Operations & Project Management professional to support the Group Credit Control Manager in leading the Rent Arrears and Debt Recovery function through a period of significant transformation. This role goes beyond day-to-day operational support. The successful candidate will play a key role in managing restructuring initiatives, improving customer service and stakeholder relationships, and strengthening operational control across onshore and offshore teams.

They will take ownership of key projects, drive change, and provide hands‑on leadership where existing management capability requires support.

The ideal candidate will have proven experience in project management, team leadership (including offshore teams), and service improvement, with the confidence to challenge, influence, and deliver in a fast‑paced, regulated environment.

• Lead and deliver end-to-end operational projects related to team restructuring, process redesign, and service improvement.
• Act as a key delivery partner to the Head of Credit Control, translating strategic objectives into executable plans.
• Manage change initiatives, ensuring teams are engaged, supported, and aligned throughout transition periods.
• Provide hands‑on leadership support to the Rent Arrears function, stepping into a people‑management role where required.
• Coordinate and oversee the offshore team’s activities, ensuring daily tasks, targets, and quality standards are consistently met.
• Monitor adherence to rent arrears chase cycles, SLAs, and internal performance standards.
• Act as a senior escalation point for operational issues, customer complaints, and workflow bottlenecks.
• Produce and maintain operational performance reports and dashboards to support decision‑making.
• Ensure all processes and communications comply with UK Residential Rent-Based (RRA) 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.
• 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.
• 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.
• 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.
• Promote a culture of accountability, ownership, and collaboration.
• Support engagement initiatives, particularly for offshore colleagues, during periods of change.
• Help stabilise and motivate the team during high‑pressure or transition phases.
• Consistently operate within and demonstrate LRG company values.

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 RRA compliance and regulatory requirements.
• Data‑driven mindset with the ability…