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X1 Sales and Lettings - Credit Control & Complaints Manager - 12 month maternity cover
X1 are looking for a fast paced, professional and highly organised person to join our friendly, vibrant and successful team as our Credit Control & Complaints Manager in Manchester on a fixed term basis for 12 months maternity leave cover.
Welcome to X1
X1 Sales and Lettings is a successful and rapidly expanding business covering Sales, Lettings, Property Management and Block Management with offices in Liverpool, Leeds, Manchester and Kent, an expert qualified team base of over one hundred and forty team members and a managed portfolio of over 5000 properties across the Northwest and Kent. Our X1 goal is to develop a culture built around exceptional people, exceptional products and exceptional customer service. For more information please visit the X1 Sales and Lettings & X1 Developments website or our social media pages.
Our Values
We pride ourselves on developing and rewarding our team and making sure everyone plays a part in the continuing success of our company. We operate by the values of Teamwork, Accountability, Quality, Fun, Compliance and Flexibility.
About The Role
We are looking for a confident and knowledgeable Credit Control & Complaints Manager to take ownership of all formal complaints and lead our arrears team within the Manchester branch.
This Is a Dual-responsibility Role. You Will
- Manage and respond to all tenant complaints, ensuring full compliance with our internal procedures and external regulatory requirements (including TPO).
- Lead and manage a teamresponsible for the recovery of rent arrears, ensuring all communications, internal notes, actions, and legal escalations are handled correctly and in line with current UK legislation and company policy.
This position requires
up-to-date expertise in UK lettings legislation,particularly around arrears escalation, debt recovery and complaints handling. You'll be a key part of maintaining service standards, reducing arrears, and protecting the companys reputation.
Key Responsibilities
Complaints Management:
- Take full ownership of formal complaints, ensuring prompt, fair, and well-documented investigation and resolution, ensuring deadlines are met
- Respond in writing with clear, professional, and compliant outcomes aligned with internal policy and guidelines.
- Escalate cases appropriately where required
- Analyse complaint trends and liaise with management to identify any underlying performance concerns linked to complaints
- Attend monthly review meetings to report on complaint volumes, outcomes, and recurring issues.
Arrears Oversight
- Manage a team responsible for chasing and managing tenant rent arrears in line with internal procedures.
- Manage implementation of automation in systems to improve efficiency
- Ensure the team maintains accurate and timely records of all arrears communications via Reapit.
- Monitor that landlords are kept informed of arrears cases, legal action, and payment arrangements.
- Oversee the preparation and issuing of formal payment plans, ensuring they are correctly signed and adhered to.
- Ensure appropriate legal action is initiated on qualifying cases and all interactions with solicitors are accurate and supportive of swift case resolution.
- Support the team in liaising with external debt recovery and tracing agencies as needed.
- Ensure all landlord charges for notices or legal actions are correctly applied.
- Produce weekly arrears reports and provide insight to senior leadership.
What We Are Looking For
- Strong working knowledge of UK rental legislation and complaint handling processes.
- Demonstrable experience personally handling and resolving complaints in a lettings environment.
- Ability to manage a high-performing team and ensure legal compliance in arrears handling.
- Organised, professional, and calm under pressure, with excellent written and verbal communication.
- Skilled in identifying root causes of service failure and driving improvements.
- Proficient in property management systems (Reapit experience desirable).
- Able to work independently while collaborating effectively with internal stakeholders.
We Offer
Many staff perks such as complimentary on site gym, X1 loyalty card giving discounts across many local businesses. 25 days annual leave plus Bank Holidays and additional time off over Christmas.
Salary: Competitive
Department Lettings
Location: Manchester Media City
Contract type Fixed term 12 months maternity cover, with strong possibility of a permanent role with the company for the right candidate
Hours - 9.30am - 5.00pm Monday to Friday, with an early 4.30pm finish on Fridays
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