Income Recovery Officer

Are you experienced in income collection, debt recovery, or housing arrears management? We are recruiting for an Income Collection & Recovery Officer to join a customer-focused housing organisation, helping residents manage their accounts while maximising income collection through proactive support, negotiation, and enforcement where necessary. This is an excellent opportunity for someone with strong customer service skills and knowledge of debt recovery processes who is looking to make a real difference within a housing environment.

The Role

As an Income Collection & Recovery Officer, you will be responsible for managing rent arrears and other outstanding debts, working closely with customers to establish sustainable repayment arrangements and prevent escalation wherever possible.

You will provide specialist advice and guidance to customers, investigate disputed debts, assess affordability, and ensure appropriate referrals to support services. The role also involves progressing legal and court action when required, maintaining accurate records, and contributing to overall team performance and income recovery objectives.

Key Responsibilities

• Manage a caseload of rent arrears and debt recovery cases.
• Negotiate repayment arrangements with customers and provide advice on debt management.
• Proactively contact customers to resolve outstanding balances and prevent further arrears.
• Assess affordability and refer customers to relevant support services where appropriate.
• Investigate disputed debts and support income recovery initiatives.
• Prepare and manage documentation required for court proceedings and legal action.
• Maintain accurate records, reports, and case notes.
• Contribute to team KPIs, service standards, and performance targets.

About You

To be successful in this role, you will have:

• Experience within income collection, rent arrears, debt recovery, credit control, or a similar role.
• Knowledge of housing legislation and debt recovery processes, including county court proceedings.
• A good understanding of best practice in arrears management.
• Excellent communication and negotiation skills.
• Strong administrative and record-keeping abilities.
• Good IT skills, including Microsoft Word and Excel.
• Experience providing advice and support to members of the public.
• The ability to manage a busy workload and work independently.

What's on Offer?

• Opportunity to join a supportive and customer-focused organisation.
• Hybrid working with 3 days in office based in Coventry.
• £18.64 per hour inclusive of holiday, paid on a weekly basis.
• Meaningful work that directly supports residents and communities.
• Hybrid and flexible working arrangements where applicable.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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