Recovery & Enforcement Lead

Closing date for completed applications:
21st January 2025 at 11:
59 pm
• Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated

L&Q's Future Shape Strategy places Operational Excellence-delivering reliable, consistent, and repeatable services-at the heart of our mission. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as a Recovery & Enforcement Lead , where you will play a key role in reducing arrears and minimizing bad debt across our organization. You'll independently manage a portfolio of accounts, represent L&Q in legal proceedings, and 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 be confident to produce legal documentation and be organised to complete workload and meet several deadlines. A successful Recovery and Enforcement Lead will successfully prioritise competing workload and deadlines.

You will balance being compassionate and empathetic, with the ability to also have challenging conversations when needed. Resilience must be demonstrated within this role, alongside delivering excellent customer outcomes. You will meet KPI targets and numerous deadlines throughout your working day to contribute to the departments mission of reducing rent arrears and maximising income. You will report on outcomes at court hearings, which you may be required to attend and be accountable for the progress of legal proceedings.

Our Recovery & Enforcement 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.

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 Bring:


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. Recognized 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.
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