Credit Controller - Lloyds Living

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Salary Range

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Job Description Summary

Job Description

As we continue to grow, we're looking for a proactive and customer-focused Credit Controller to support the effective management of rent arrears and debt recovery across our property portfolio. This is an excellent opportunity to join a busy, fast-paced environment where your work will make a direct impact on business performance and customer outcomes.

Working closely with residents, guarantors, colleagues, and external partners, you'll play a key role in ensuring accounts are maintained accurately, arrears are minimised, and customers receive fair and consistent support.

Role Purpose

The Credit Controller is responsible for supporting the collection of rent and other outstanding charges across Lloyds Living's portfolio. The role focuses on maintaining accurate records, engaging with customers to resolve payment issues, negotiating repayment arrangements, and supporting the recovery of debt in line with company procedures and regulatory requirements.

This position requires strong communication skills, excellent attention to detail, and a confident yet empathetic approach when dealing with customers in a variety of circumstances.

Key Responsibilities

Credit Control

• Monitor rent accounts and outstanding balances across the property portfolio.
• Contact customers, guarantors, and other relevant parties regarding overdue payments.
• Issue arrears communications, reminders, notices, and other correspondence in line with company procedures.
• Investigate and resolve account discrepancies and payment queries.
• Negotiate realistic and sustainable repayment plans where appropriate.
• Support customers experiencing financial difficulties and signpost available assistance where necessary.
• Escalate cases for legal action or external debt recovery where required.
• Liaise with solicitors, debt collection agencies, and internal stakeholders on escalated cases.
• Maintain accurate records of all customer contact and recovery actions.
• Assist with the recovery of tenancy-related charges, damages, and other debts.

Customer & Stakeholder Engagement

• Build positive and professional relationships with customers while maintaining a firm and consistent approach to debt recovery.
• Work collaboratively with Property Managers, Lettings, Customer Experience, Legal, and Finance teams to resolve account issues.
• Present customer cases and recommendations to internal review panels where discretionary decisions are required.
• Handle sensitive conversations professionally and with empathy.
• Support customers in understanding their financial obligations and available options.

Reporting & Administration

• Prepare arrears reports, aged debt reports, and performance updates.
• Monitor progress against collection targets and key performance indicators.
• Ensure all records and documentation are maintained accurately and audit-ready.
• Identify trends, recurring issues, and opportunities for process improvement.
• Support the implementation of new processes, controls, and operational improvements.

Compliance

• Ensure all activities are carried out in accordance with company policies, procedures, and regulatory requirements.
• Maintain confidentiality and data protection standards at all times.
• Support compliance with relevant housing, consumer, and debt recovery legislation.
• Ensure communications and recovery activities are undertaken fairly and consistently.

About You

You'll be a confident communicator with previous credit control experience and the ability to handle challenging conversations professionally. You'll be organised, resilient, and comfortable balancing commercial objectives with delivering a positive customer experience.

Essential Skills & Experience

• Previous experience in a Credit Control, Rent Arrears, Income Recovery, or Accounts Receivable role.
• Experience handling overdue accounts and negotiating payment arrangements.
• Strong telephone, written communication, and customer service skills.
• Experience escalating debt cases to external debt recovery agencies and legal proceedings.
• Ability to interpret account information and identify discrepancies.
• Good working knowledge of Microsoft Excel and other Microsoft Office applications.
• Ability to manage a varied workload and meet deadlines.
• Strong attention to detail and organisational skills.
• Experience contributing to process improvements and identifying efficiencies.

Desirable Skills & Experience

• Experience within residential property, social housing, build-to-rent, letting, or property management environments.
• Knowledge of Qube PM or similar property management systems.
• Experience recovering tenancy-related debt and service charge arrears.
• Understanding of housing, debt recovery, or landlord and tenant processes.
• Experience working with complex customer accounts and large property portfolios.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.