Delivery Manager ensuring predictable and high - quality delivery of products at Collinson Group. Coordinating cross - functional teams and driving continuous improvement in delivery processes.
About the role
- Assistant Credit Control Manager overseeing Rent Arrears and Debt Recovery function at LRG. Involves project management, team leadership, and improving customer relationships.
Responsibilities
- Lead and deliver end-to-end operational projects related to team restructuration, 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.
Requirements
- 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 to interpret and present operational data.
- A proactive, problem-solving approach with a continuous improvement mindset.
- Experience within the property management, lettings, or housing industry (Desirable).
- Knowledge of relevant systems used in the lettings or debt recovery environment (e.g., CRM systems, arrears management tools) (Desirable).
- Experience working in regulated or compliance-heavy environments (Desirable).
Benefits
- Competitive base salary and Commission structure
- Quarterly and yearly awards
- Salary sacrifice pension scheme
- Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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