Job Description
Connect with what you'll do
In the role you'll:
Proactively manage income collection for all tenure types within a designated patch,
maintaining the highest level of customer care
Manage the rents call queue resolving customer telephone queries
Use performance data, identifying opportunities to increase rental income and reduce arrears.
Proactively engage with customers using multiple channels, including home visits or in-person
appointments, to identify additional support needs.
Negotiate and advise on effective, tailored payment solutions to sustain tenancies, prevent
arrears escalating, and maximise rental income.
Prepare and issue rent arrears possession claims, application notices and witness statements,
representing RHP Group at court, progressing cases to enforcement action, undertaking appeals,
and attending evictions.
Support customers with the completion of benefit claims (including Housing Benefit, Universal Credit and Discretionary Housing Payments) or signpost to other support.
Maintain effective working relationships with external agencies and stakeholders including Local
Authorities, Department for Work and Pensions, and HMCTS, making referrals.
Recommend cases for referral to debt collection agencies, carry out tracing activity and propose
accounts for write-off in line with policies and procedures.
Make sure accurate customer transactions and rent figures are recorded.
Work with other teams to improve customers’ experience of our service.
Be a great team player, doing what it takes to deliver stellar service for every customer, every
time.
Connect with how you'll do it
We're looking for someone with experience of:
Working in a debt, sales, or income collection role.
Preparing legal paperwork and representation at court possession proceedings.
Debt recovery across all housing tenure types.
Preventing arrears from escalating by following policies and procedures that prevent serious debt and homelessness.
Innovative debt collection campaigns for high value arrears.
Knowledge of benefits.
Proficient IT skills, including MS Excel and Word.
It would blow us away if you had:
Experience working in a sales or target driven
environment.
The key behaviours we expect in the role are:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other
people’s unique perspective.
Communicating clearly and authentically across different channels, adapting your style and
methods to meet the needs of a diverse range of customers and colleagues.
Taking pride in being organised so you can deliver your promises on time.
Making wise decisions and solving problems without over complicating things.
Being the best version of yourself in every situation and showing resilience even when it’s
tough.
Remaining curious to find better ways of working to improve the customer experience.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Holding your hands up if you make a mistake and quickly re-focusing to put things right.
Building trust by doing what you say you will.