Our client, a well-respected social housing provider operating across South West London, is seeking an experienced Income Recovery Officer to join their team on a temporary basis. This vital role will help support income collection and arrears management while delivering exceptional customer care.
Key Responsibilities:
- Support Rent Recovery Officers and Complex Rent Advisors in resolving payment collection issues.
- Proactively manage income collection across various tenure types within a designated patch.
- Handle the rents call queue, resolving customer telephone queries promptly and professionally.
- Use performance data to identify opportunities to increase rental income and reduce arrears.
- Engage with customers via multiple channels, including home visits, to identify support needs.
- Negotiate and advise on tailored payment solutions to sustain tenancies and maximise income.
- Prepare and issue rent arrears possession claims, application notices, and witness statements.
- Represent the organisation in court, progressing cases to enforcement or appeals as required.
- Support customers with benefit claims (Housing Benefit, Universal Credit, etc.) or signpost them to other support services.
- Maintain relationships with external agencies and stakeholders such as Local Authorities, DWP, and HMCTS.
Key Requirements:
- Proven experience managing rent recovery and arrears within the social housing sector.
- Competence in preparing legal documentation and representing in court.
- Strong communication and negotiation skills, with a customer-focused approach.
- Familiarity with Housing Benefit, Universal Credit, and related support systems.
- Ability to work collaboratively with internal teams and external stakeholders.
- Flexible and adaptable, with a strong problem-solving mindset.
