Collections Officer

We are looking for a customer focused credit controller to lead on key client debt recovery accounts.

You will be responsible for managing their own portfolio of client accounts and ensuring that unpaid service charges, ground rents, and other arrears are recovered promptly, accurately, and in line with company procedures and regulatory requirements.

The Role

• Manage a personal caseload of debt recovery for service charge and ground rent arrears
• Maintain regular communication with clients, leaseholders, solicitors, mortgagees, and other third parties.
• Report on portfolio performance and highlight any key issues to the Operations Director.
• Oversee the upload of new instructions and ensure all relevant documentation (titles, leases, transfers, etc.) is complete and accurate through use of Land Registry
• Respond promptly to correspondence and queries from clients and third parties.
• Review and reconcile client instructions, statements of account, and supporting documentation.
• Negotiate and monitor payment plans in accordance with client policies and regulatory guidelines.
• Identify and resolve disputes and complaints, ensuring a fair and professional approach at all times.
• Ensure compliance with the Pre-Action Protocol for Debt Claims and Financial Conduct Authority requirements.
• Work collaboratively with colleagues across the business to ensure targets, processes, and client expectations are met.

The Person

The ideal candidate will have:

• Experience managing client relationships, ideally within property, finance, or legal services.
• Strong organisational skills, with the ability to manage multiple cases and priorities simultaneously.
• Excellent written and verbal communication skills, with the confidence to liaise professionally with clients and third parties.
• Must have experience with Land Registry
• A proactive, problem-solving approach with the ability to work independently.
• Familiarity with case management or client database systems.
• Experienced in reading leases and understanding of service charge and ground rent.
• An understanding of debt recovery processes and compliance frameworks (desirable).
• A professional, calm, and empathetic manner when dealing with complex or sensitive situations.

Reporting to:
Operations Director

Working hours:
37.5 hours per week, Monday–Friday, 9:00 am – 5:00 pm. Onsite