Income Customer Service Officer
Service Care Solutions
📍 London (SE1)
💰 Circa £39,167 per annum (DOE)
🏡 Hybrid Working Available
📅 Permanent
🕒 Full Time
We are currently recruiting for an experienced Income Customer Service Officer to join a respected housing provider on a permanent basis.
This is an excellent opportunity for someone with a background in income collection, rent arrears recovery, housing management, leasehold management or debt recovery to join a customer-focused organisation committed to supporting residents while maximising income collection.
The Role
You will be responsible for managing rent and leasehold accounts, reducing arrears, supporting residents experiencing financial difficulties, and taking appropriate recovery action where required.
Key responsibilities include:
• Managing rent, service charge and leasehold arrears cases
• Negotiating repayment agreements and monitoring compliance
• Conducting home visits, telephone calls and resident interviews
• Referring residents for welfare benefits and debt advice support
• Preparing and presenting cases at County Court hearings
• Supporting vulnerable residents through appropriate referrals
• Maximising income collection while preventing tenancy failure where possible
• Working closely with housing, legal and homeownership teams to resolve complex cases
Essential Criteria
✔ Experience managing rent arrears, income collection or housing-related debt recovery
✔ Knowledge of housing law, the regulatory framework and good practice relating to debt recovery
✔ Knowledge of leasehold charges including service charges and ground rent
✔ Experience presenting cases at court and a strong understanding of the court system and legal remedies available for debt recovery
✔ Strong knowledge of welfare benefits and welfare reform
✔ Excellent customer service skills with the ability to manage challenging conversations professionally
✔ Strong communication skills, both written and verbal
✔ Ability to manage a busy caseload and work independently
What's on Offer?
- Permanent position with a well-established housing provider
• Competitive salary of circa £39,167 per annum
• Hybrid working arrangements
• Opportunity to make a genuine difference to residents while supporting income recovery targets
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