Debt Recovery Manager

Debt Recovery Manager (Customer Account Manager)Permanent, Full Time35 hours per week, Monday-FridayHybrid, 3-4 days working from homeStratford£39,969-£45,762 Per Annum

This is an exciting opportunity to join our client as a Customer Account Manager and guide a team through the next phase of transformation. You’ll lead and mentor 5-8 Income Management professionals to maximize collections, reduce rent arrears, and improve service delivery and resident experience.

With experience leading high-performing teams, ideally in debt collection or housing, you’ll deliver a customer and performance-focused income recovery service aligned with organizational values. Managing a fast-paced team, you’ll provide expert guidance, mentoring, and ensure adherence to the Income Collection Policy to drive results. You’ll also address complaints, collaborate across teams, and ensure capacity and capabilities meet demand.

To excel, you’ll need to be analytical, target-driven, and confident, with strong problem-solving skills, resilience, and a proven ability to lead teams and deliver sustainable improvements. Your leadership will support team members in handling complex issues, prioritizing work, and meeting deadlines in a demanding environment.

What You'll Bring:

To excel in this role, you'll need:

• Income Management Knowledge and Experience: Subject Matter Expert across the arrears lifecycle with knowledge of Housing Law, Landlord and Tenant Act, Welfare Reform and legal procedures and documentation. Ideal experience includes knowledge of preparing legal documents, attending court and managing evictions for rent arrears.
• Management and Leadership: Experience of leading and managing successful multi-disciplinary teams in a fast paced, challenging environment with a proven track record of managing change and motivating teams to consistently achieve KPI’s. Strong team working and team building skills. Demonstrate performance management capabilities, which contribute to the continuous improvement of a high performing team.
• Communication and Customer Service: Exceptional communication and customer service skills that live the company values and set the standard for the Income Management Team. Ability to communicate effectively with internal and external stakeholders using a variety of tools and methodologies. Ability to create a team environment which demonstrates the customer is at the heart of our decision making, whilst also meeting the demands of the organisation.
• Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise their own and their Team’s workload in a pressured environment. Effective resource planning to maximise the productivity of the team to achieve positive outcomes, always leading by example.
• Stakeholder Management: Able to work with and communicate with internal and colleagues to drive positive outcomes for residents. Ability to own relationships with external providers ensuring value for money in the goods and services provided. Proven experience of working with and proactively managing stakeholders across a wide range of escalated account types. Proactive in building new relationships which encourages collaborative working, to enable our residents to achieve the right outcome.

Braundton Consulting is a recruitment agency recruiting on behalf of a client.