Location: South West London
Employment Type: Permanent, Full-Time (36 hours per week)
Salary: £35,814.00 per annum
Working Pattern: Flexible hybrid working after initial 3-week in-office training (details to be discussed with hiring manager)
About the Role:
Our client, a respected social housing provider serving communities across Southwest London, is seeking an experienced Rent Recovery Officer to join their team on a permanent basis. This role is a fantastic opportunity for someone with strong income collection and customer care skills who thrives in a collaborative, customer-focused environment.
Key Responsibilities:
* Team Support: Collaborate with Rent Recovery Officers and Complex Rent Advisors to resolve payment collection issues.
* Income Collection: Manage rent collection across all tenure types in a specific patch, prioritisng customer satisfaction and care.
* Call Queue Management: Handle incoming rent queries via telephone and assist customers with accurate information and solutions.
* Performance & Analysis: Use data-driven insights to identify opportunities to maximise rental income and minimise arrears.
* Customer Engagement: Engage with customers through multiple channels, including in-person appointments, to assess and address support needs.
* Payment Solutions: Provide tailored, effective payment advice to prevent arrears, sustain tenancies, and maximise income.
* Legal Documentation & Representation: Prepare legal documents, represent the organisation at court, progress cases, and handle evictions as needed.
* Benefits Assistance: Guide customers through the benefits claim process (Housing Benefit, Universal Credit, and Discretionary Housing Payments) and make referrals as needed.
* External Relations: Foster relationships with external agencies, including Local Authorities, DWP, and HMCTS, coordinating referrals when appropriate.
* Debt Recovery: Recommend cases for referral to debt collection agencies, perform tracing activities, and propose accounts for write-off as per policy.
Ideal Candidate:
The successful candidate will have experience in income management and debt recovery within the social housing sector, with excellent customer service, negotiation, and organisational skills. Knowledge of relevant welfare benefits and an understanding of the legal process related to rent arrears are essential for this role.
If you're passionate about supporting tenants, ensuring sustainable tenancies, and working in a vibrant, supportive team, we’d love to hear from you