Job Description

PREVIOUS APPLICANTS MAY NOT APPLY

Title: Debt Recovery & Enforcement Lead

Contracts: Permanent, Full-Time

Hours: 35 hours per week

Persona: Agile (20-40% in office and 3-4 days working from home)

Office Location: Stratford, London or Trafford, Greater Manchester

(Travel to WHL office will be required to work with the

team on adhoc basis)

Salary: Starting from - 32,881 per annum (London)

28,886 per annum (Outside London)

Role Profile - Debt Recovery and Enforcement Lead.pdf

Closing date for completed applications: 6

th

July 2025 at 11:59 pm

Please note: The successful candidate will be required to attend the Stratford office for up to four days per week during the first six weeks of the role for training purposes.

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.



At L&Q, our Future Shape Strategy places Operational Excellence--delivering reliable, repeatable, and consistent services--at the heart of everything we do. As we evolve our Income Management Team and modernise our approach, this is an exciting opportunity to join us as a Recovery & Enforcement Lead where you will play a key role in reducing arrears and minimising bad debt across our organisation.



In this vital role, you will independently manage a portfolio of accounts within a fast-paced high-pressure income collection contact centre handling both outbound and inbound calls as well as written communications. You will represent L&Q in legal proceedings and will collaborate closely with internal and external teams to drive effective, customer-focused solutions.


You will have experience of providing a professional and customer focussed income recovery and enforcement service in order to reduce arrears and bad debt across the organisation. You will be able to work independently to successfully resolve accounts in a timely manner and to a clearly defined standard.



You will represent L&Q through legal processes but will need knowledge of the full arrears lifecycle and be able to work collaboratively with colleagues across Income Management, third-party agencies and the wider organisation to bring about successful outcomes. You will produce legal documentation and will report on outcomes at court hearings, which you may be required to attend and be accountable for the progress of legal proceedings.


You will demonstrate both compassion and empathy, while confidently handling challenging conversations when necessary. Resilience is essential in this role, as is a commitment to delivering excellent outcomes for customers. You'll be expected to meet key performance indicators (KPIs) and manage multiple deadlines throughout the day, contributing to the department's mission of reducing rent arrears and maximising income.


Our Recovery & Enforcement Leads must be resourceful and well-organised, with the ability to prioritise tasks effectively. They should thrive in a team environment and demonstrate strong interpersonal skills--listening actively, asking thoughtful questions, and confidently influencing and negotiating to support both residents and colleagues in their daily interactions.



If successful, you will report into one of our Customer Account Managers and work as part of a geographical Team managing the full arrears lifecycle.

What You'll Bri

ng:

To excel in this role, you'll need:

Customer Service:

Experience of providing excellent customer service in a fast-paced challenging environment. Demonstratable experience of dealing with customers sensitively in challenging circumstances

Arrears Management:

Experience of working with all types of debt recovery legal proceedings up to and including eviction as well as a knowledge of welfare benefits.

Problem Solving:

Skills and experience to make reasoned decisions, from a range of solutions, based on professional judgement

Organisation and Time Management:

Self-motivated with excellent organisational skills and able to effectively prioritise workload

Team Working:

Able to work with and communicate with internal and external colleagues in order to find holistic solutions to challenges that might arise across the full arrears lifecycle




L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.



We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.

Why Work for L&Q?

L&Q is not just a workplace; it's a community. Recognised as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive.



The successful candidate will have access to our full suite of benefits, which includes:

Generous Annual Leave:

Starting at 28 days and increasing to 31 days after 3 years of continuous service.

Excellent Pension Scheme:

Double contribution up to 6%.

Health Cash Plan:

Claim money towards different types of medical services, and access other health and wellbeing offers

Life Assurance:

Generous non-contributory coverage.

Employee Assistance Programme:

Support when you need it.

Recognition Bonus Scheme:

Spot awards for outstanding contributions.

Family-Friendly Policies:

Designed to help you balance work and family life

Diverse Networking Groups:

Join groups like Ability, Kaleidoscope, Inspire & Spectrum.

Volunteer Time:

Up to 21 hours per year to volunteer with the charity of your choice.

Learning & Development:

Commitment to your professional growth.

Looking to drive positive outcomes for residents and reduce arrears across our communities? Join us as a Recovery & Enforcement Lead and help shape our success!

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our 250 million L&Q Foundation and our skills academy.



Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.



At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.



We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen.



We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.



We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

Debt Recovery & Enforcement Lead

Location:

London - Stratford or Manchester - Trafford

Posted:

23/06/2025

Closing date:

06/07/2025

Closing time:

23:59