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