Recovery / Credit Controller Team Leader

We’re hiring!  Join our team of innovators and game changers…..

Are you looking for a role where your skills are valued, your ideas matter and your development and growth is priority? 

At HomeLet, we are on a mission….to revolutionise the tenant referencing landscape and create unforgettable customer experiences for all the right reasons. We need talented passionate people who care about customers to make that happen.

With over 30 years in the industry, HomeLet is one of the leading brands that support  the UK’s vibrant private rented sector.

As part of the prestigious PIB Insurance Group, we are based in Lincoln, with more than 300 dedicated team members working hard every day to support letting agents, landlords and tenants across the whole of the UK.

As the UK’s largest tenant referencing and Insurance firm in the sector, we pride ourselves in providing fast, accurate and reliable products, to tenants, landlords and letting agents - we've referenced more than a million tenants over the last three years!

Why work with us?

• Competitive salary
• Up to 30 days holiday allowance with the option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Purpose built, modern office with free parking and on-site subsidised bistro
• Job referral scheme
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

Job Overview:

We are looking for a proactive and detail-oriented Recoveries/Credit Control Team Leader to support our recoveries team. This role involves overseeing the debt recovery operation, providing support and guidance to recover any rent guarantee and legal payments made during the life cycle of the previous rent guarantee claim.

Key Responsibilities:

• Proactive workflow management motivating your team to achieve personal targets and agreed Service Level Agreements
• Develop and implement effective strategies to optimise collections, driving continuous improvement initiatives in processes, systems and customer engagement
• Liaise with internal and external stakeholders, including legal and compliance teams, to address complex cases and escalate issues when necessary.
• Support your team with training, coaching and feedback, identifying key trends implementing improvements for both income and performance
• Undertake regular file audits to pro-active manage compliance with internal SLAs, KPIs, SOPs and to ensure that our service is exceeding customer expectations
• Maintain accurate records in compliance with internal and regulatory standards
• Act as a Customer Experience Champion to provide relevant information to enable the timely, efficient fact finding, investigation and resolution of customer complaints
• Accurately manage and calculate settlement figures for all debtors, supporting all areas of the business in relation to RG Claims Recoveries.
   
• Constant review of the recovery process to ensure it adheres to all regulatory requirements adhering to the requirements of the insurer and management

Qualifications and Skills:

• Experience in managing front line employees in a regulated environment
• Experience of working in a regulated environment and monitoring processes governed by insurer delegated authorities
• Proven experience in a debt recovery, collections, or a similar role, with at least 2 years in a leadership position
• Strong communication, negotiation and problem-solving abilities
• High level of attention to detail and organisational skills
• Ability to manage multiple claims simultaneously in a fast-paced environment
• Proficiency in Microsoft Office Suite

Join Barbon and play a vital role in helping clients navigate their claims with confidence and care!

Conduct Rules and Fitness & Propriety

All PIB employees are expected to conduct themselves with integrity and professionalism, placing the customer at the centre of all we do and is central to our culture. You must adhere at all times to the FCA’s Conduct Rules set out below.

Individual Conduct Rules:

You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct. You must act to deliver good outcomes for retail consumers.

Compliance with the FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews.

Fitness & Propriety

You will be assessed on a regular basis in line with PIB’s requirements to ensure that you:

Maintain your ‘fitness’ at an appropriate level to undertake the function you perform in a sound and prudent manner at all times-this relates to your experience, knowledge, skills and professional qualifications(where appropriate) and associated CPD. Maintain your ‘propriety’ at all times-this relates to good repute, honesty, integrity and financial soundness. This includes advising the firm of any changes in circumstances and conflicts of interest that could materially affect your fitness or propriety. Have undertaken or are undertaking all relevant training.

Compliance of Fitness & Propriety will be evidenced through PIB’s annual checks on Fitness & Propriety (e.g. financial soundness), through annual performance reviews and through completion of your Fitness & Propriety Declaration.

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