Credit Controller - Lloyds Living

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.