Closing date for completed applications: 26th 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 at the core of our mission, ensuring that we deliver reliable, repeatable and consistent services for our residents. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as a Senior Account Lead and be a driving force in our transformation. You'll play a pivotal role in leading complex cases, coaching colleagues, and setting a high standard for account management. Your expertise will support L&Q's mission to deliver outstanding service to reduce rent arrears, whilst addressing complex account issues such as arrears, disrepair, and tenant succession to achieve successful outcomes for our residents. You will have experience of providing a professional and customer focussed income recovery and enforcement service across the full arrears lifecycle in a fast-paced and challenging environment. Our Senior Account Leads will set the standard for account management across the organisation and you will feel confident in supporting and coaching colleagues. Our Senior Account Leads will also be responsible for specific areas of complexity within Income Management: damp and mould, disrepair, succession for example. You will be able to demonstrate a working knowledge of these areas along with experience of working across large organisations to co-ordinate activity in a way that drives successful outcomes for the resident. You will be responsible for supporting your colleagues with effective decision making on complex cases, deputising and supporting your Customer Account Manager where required. You will contribute to the overall mission of reducing rent arrears through effective account management. Your responsibilities will vary depending on business needs and a successful Senior Account Lead will be flexible and adaptable in these circumstances. Our Senior 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 coach, 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. Able to demonstrate experience of managing complex multi-disciplinary accounts in a large organisation Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise workload in a pressured environment 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. Proven experience of working with and proactively managing stakeholders across a wide range of escalated account types 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. If you're ready to bring your skills in account management to a role where you can support, guide, and lead, apply today 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. TJ