Homeownership Collections Officer

£18,850 pa for 17.5 hours a week (FTE £37,700 pa)

10am-1.30pm, Monday to Friday

12 Month Fixed Term Contract

South East London – Hybrid Working

Your typical day will start with you proactively monitoring and managing new accounts to ensure our new homeowners receive a warm welcome along with the support they needed to meet their payment obligations from the outset. Later, you could negotiate a repayment plan, or work with colleagues to resolve a disputed account.

As a Homeownership Collections Officer, you’ll be responsible for a dedicated patch, playing a crucial role in supporting your homeowners to meet their financial obligations and providing wellbeing advice when needed. With a particular focus on managing arrears, you’ll work with shared owners, leaseholders, freeholders, and equity loan borrowers to ensure they feel supported in managing their accounts.

You will:

• Be responsible for collecting arrears and general account management of shared ownership, leasehold, freehold and equity loan accounts.
• Monitor and manage new customer accounts to provide early support, ensuring that our residents avoid falling into arrears.
• Place accounts in dispute, when necessary, actively monitor progress, and collaborate with other teams to resolve disputes promptly.
• Negotiate and administer repayment agreements.

You'll manage the legal process for arrears recovery from start to finish, including issuing legal notices and attending court as required. You thrive in a targeted role and are enthusiastic about achieving your KPIs. With a results-driven mindset, you’ll embrace challenges and stay focused on meeting operational and customer service targets to drive down arrears.

You’re a people person who likes to get things done. You’ll enjoy working collaboratively with other teams and are first-rate at building meaningful relationships across the business to enable creative solutions to issues. You’ll need to be in the office a minimum of two days per week.

Your role covers all aspects of income management – from managing arrears and account monitoring to ensuring legal compliance and representing Peabody in legal proceedings. If you’re creative in problem-solving, energised by helping residents, and committed to delivering excellent service, we want to hear from you.

You will work 17.5 hours per week.

To be successful in this role, you’re:

• Experienced in arrears management for leasehold accounts.
• An excellent communicator able to demonstrate your negotiation skills.
• Committed to representing Peabody by demonstrating first-class customer service, supporting residents with compassion and efficiency.
• Resilient, proactive, and flexible, with a can-do approach to challenges.
• Organised, capable of managing a diverse caseload and meeting deadlines.
• Enthusiastic about working in a targeted environment, with a proven track record of meeting or exceeding KPIs.
• A motivated self-starter who’s able to continue delivering whilst under blended working conditions.

Here are just a few of the benefits of working at Peabody:

• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year 
• flexible benefits scheme, including family friendly benefits and access to a discount portal 
• 4 x salary life assurance
• up to 10% pension contribution

Closing date: 25th March 2025.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer