The Vacancy
Join Our High-Performing Income Recovery Team
We have an exciting opportunity for an experienced Income Recovery Officer to join our successful and high-performing team.
At Greatwell Homes, you'll play a key role in maximising rental income while supporting customers to sustain their tenancies. We are looking for a motivated professional who can demonstrate a balance of empathy and enforcement, ensuring rent arrears are managed effectively, fairly and in line with legislation, policy and procedure.
About the Role
As an Income Recovery Officer, you will manage a caseload of current tenant rent accounts, taking a proactive approach to preventing and reducing arrears. You will work closely with customers to understand their circumstances, provide advice and support, and take appropriate enforcement action where necessary.
You will be responsible for managing cases throughout the arrears recovery process, from early intervention through to legal action, ensuring compliance with all relevant legislation, including Pre-Action Protocol requirements.
Key Responsibilities
The successful candidate will be able to demonstrate:
This is an excellent opportunity to join an ambitious organisation and a high-performing income team committed to delivering excellent outcomes for customers and communities. In return, we offer a supportive working environment, opportunities for professional development and the chance to make a real difference.
If you have the experience, knowledge and passion to support customers whilst delivering effective rent recovery outcomes, we'd love to hear from you.
About Us
Greatwell Homes is a rewarding place to work. As a not-for-profit organisation, we're committed to providing great services and high-quality living environments.
Our staff are committed to meeting customer needs and helping to make our local neighbourhoods great places to live.
We value our staff and always look for ways in which we can help them develop their skills and knowledge.
Benefits
Cycle to
work scheme
Employee
assistance program
Eyecare
Vouchers
Gym
membership
Life milestone
awards
Pensions
Perkbox
Simply
health
Values
Inclusion
Collaboration
Kindness
Customer-focused
Adaptability
Join Our High-Performing Income Recovery Team
We have an exciting opportunity for an experienced Income Recovery Officer to join our successful and high-performing team.
At Greatwell Homes, you'll play a key role in maximising rental income while supporting customers to sustain their tenancies. We are looking for a motivated professional who can demonstrate a balance of empathy and enforcement, ensuring rent arrears are managed effectively, fairly and in line with legislation, policy and procedure.
About the Role
As an Income Recovery Officer, you will manage a caseload of current tenant rent accounts, taking a proactive approach to preventing and reducing arrears. You will work closely with customers to understand their circumstances, provide advice and support, and take appropriate enforcement action where necessary.
You will be responsible for managing cases throughout the arrears recovery process, from early intervention through to legal action, ensuring compliance with all relevant legislation, including Pre-Action Protocol requirements.
Key Responsibilities
- Manage rent arrears cases and maximise income collection performance.
- Support customers to sustain their tenancies through early intervention and effective arrears management.
- Negotiate sustainable repayment arrangements and monitor compliance.
- Assess customers' financial circumstances and provide advice regarding welfare benefits, Universal Credit and other sources of support.
- Ensure compliance with Pre-Action Protocol requirements prior to commencing legal action.
- Prepare and present cases for court where appropriate.
- Apply a balanced approach to rent recovery, combining customer support with effective enforcement action.
- Maintain accurate records and ensure all actions are compliant with policy, procedure and legislation.
- Work collaboratively with colleagues and external agencies to achieve positive outcomes for customers and Greatwell Homes.
The successful candidate will be able to demonstrate:
- Previous experience of rent recovery within a social housing environment.
- A proven track record of managing rent arrears and achieving income collection targets.
- Knowledge and practical experience of Pre-Action Protocols and the legal processes associated with rent recovery.
- Experience of supporting customers to access welfare benefits, Universal Credit and financial inclusion services.
- The ability to apply both a supportive and enforcement-led approach to rent recovery, depending on customer circumstances.
- Excellent negotiation, communication and customer service skills.
- Experience of working with vulnerable customers and managing sensitive conversations.
- Strong organisational skills and the ability to manage a demanding caseload effectively.
- The ability to interpret and apply policies, procedures and relevant housing legislation.
This is an excellent opportunity to join an ambitious organisation and a high-performing income team committed to delivering excellent outcomes for customers and communities. In return, we offer a supportive working environment, opportunities for professional development and the chance to make a real difference.
If you have the experience, knowledge and passion to support customers whilst delivering effective rent recovery outcomes, we'd love to hear from you.
About Us
Greatwell Homes is a rewarding place to work. As a not-for-profit organisation, we're committed to providing great services and high-quality living environments.
Our staff are committed to meeting customer needs and helping to make our local neighbourhoods great places to live.
We value our staff and always look for ways in which we can help them develop their skills and knowledge.
Benefits
Cycle to
work scheme
Employee
assistance program
Eyecare
Vouchers
Gym
membership
Life milestone
awards
Pensions
Perkbox
Simply
health
Values
Inclusion
Collaboration
Kindness
Customer-focused
Adaptability