Homeownership Account Lead

Contract Type: Permanent, Full-time (35 hours per week)

Salary: £34,381 per annum to £37,570 per annum (London weighted salary)

Grade: 6

Reporting Office: London, Stratford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Working Pattern: Shifts of 8am-4pm, 9am-5pm and 10am-6pm on a five-week rotation.

Closing Date: 8th July 2026

Interview Dates: 16th July 2026

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more.

Join our Homeowners Income Team at L&Q. L&Q’s Future Shape Strategy puts Operational Excellence at the heart of everything we do - delivering reliable, consistent, and high-quality services to our residents. This is an exciting opportunity to join our evolving Income Management function as a Homeownership Account Lead, where you will play a key role in shaping customer outcomes while driving performance and continuous improvement.

As a Homeownership Account Lead, you will take ownership of a defined portfolio of accounts, delivering an excellent customer experience while managing cases across the full homeownership arrears lifecycle. You will work proactively with residents to understand their circumstances, provide tailored solutions, and ensure effective account resolution in a fast-paced, target-driven environment. This role is critical in supporting L&Q’s objective of achieving customer satisfaction, reducing arrears and maximising income collection. You will contribute directly to achieving KPI targets, managing deadlines, and ensuring consistent, high-quality case management. Your ability to handle complex situations with professionalism and empathy will help drive sustainable outcomes for both residents and the organisation.

Our Homeownership Account Leads will need to be resourceful and organised in their approach demonstrating an ability to prioritise where required. They will also work well as part of a Team and have the ability to listen, question, influence and negotiate as part of the day to day support they provide to residents and colleagues. You will report to a Homeownership Team Manager and be part of a collaborative team responsible for managing the various tenure types through the full homeownership arrears lifecycle. Within this team, you will work closely with colleagues across the business, demonstrating strong organisational skills, teamwork, and the ability to influence, negotiate, and deliver holistic solutions for residents.

If this sounds like you, we would love for you to apply!

Your impact in the role

Main duties:

• Lead the day-to-day management of a portfolio of homeownership accounts, ensuring accurate account management and timely resolution of queries.
• Drive arrears performance by proactively managing cases, setting sustainable repayment arrangements, and supporting residents to maintain their accounts.
• Monitor and review account activity, identifying risks, trends, and opportunities for early intervention.
• Ensure all customer interactions are handled professionally, delivering a high standard of service and achieving positive customer outcomes.
• Maintain accurate records and compliance with internal policies, procedures, and regulatory requirements.
• Support continuous improvement by identifying efficiencies and contributing to process enhancements.

Key relationships:

• Work closely with the wider Income team to ensure a consistent and joined-up approach to account management.
• Collaborate with customer service teams to ensure seamless handling of resident queries and interactions.
• Engage with internal stakeholders such as Finance, Legal, and Housing Management to support case resolution and elevate issues where required.
• Build positive, professional relationships with residents to encourage engagement and sustained payment behaviour.

How you will help achieve departmental targets and goals:

• Contribute directly to arrears reduction targets through effective account management and maximising income collection.
• Support performance targets by maintaining strong productivity levels.
• Improve customer satisfaction outcomes by ensuring consistent survey completion and high-quality interactions.
• Drive efficiency by utilising systems effectively and accurately managing availability.
• Actively support a high-performance culture by sharing best practice, maintaining accountability, and contributing to team success.

What we’re looking for:

• Customer Service: Proven experience of delivering excellent customer service within a fast-paced and often challenging environment. Demonstrable ability to engage with customers sensitively, particularly when dealing with difficult or complex personal circumstances.
• Arrears Management: Strong experience managing accounts across the full arrears lifecycle, with a solid understanding of homeowner arrears strategies and the legal remedies available to support enforcement where required.
• Problem Solving: Well-developed analytical and decision-making skills, with the ability to assess situations, consider a range of solutions, and make reasoned, professional judgements.
• Organisation and Time Management: Highly self-motivated with excellent organisational skills. Able to manage competing priorities effectively and deliver results within deadlines.
• Team Working: A collaborative team player with the ability to build strong working relationships across the organisation. Confident in communicating with colleagues to develop joined-up, holistic solutions to challenges throughout the arrears lifecycle.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk