Credit Controller - Lloyds Living

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

Qualifications

• 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.