We are currently recruiting for a General Income Recovery Officer to join our Collections & Recovery Team within the Debt Recovery Tower in Hounslow. This is a hybrid role, with attendance at our offices in Hounslow at least once weekly. You will play an essential role in delivering a high-quality collection and recovery service across a diverse debt portfolio including Sundry Debt, Leasehold Services, Adult Social Care and Former Tenant Arrears. This is an excellent opportunity for someone who thrives in a fast-paced environment, has proven debt recovery experience, and is passionate about delivering excellent service. Key Responsibilities Debt Management: Manage and proactively recover a ledger of aged debts, ensuring timely and appropriate progression through the recovery cycle. Customer Communications: Handle correspondence from debtors and third parties via post, email and telephone, including sensitive interactions with vulnerable customers or their representatives (e.g., attorneys or executors). Proactive Outreach: Make outgoing calls to secure payments or negotiate suitable arrangements such as Direct Debits or payment plans. Referral & Escalation: Refer cases to external Debt Collection Agencies or recommend legal action where appropriate. Write-Off Recommendations: Present clear and accurate recommendations for debt write-offs. Record Keeping: Maintain accurate, timely and fully documented records of all recovery actions within the appropriate IT systems. Compliance: Ensure all work complies with SLAs, regulatory requirements and audit standards to support consistent, high-quality service delivery. Essential Skills and Attributes Debt Recovery / Credit Control Experience: Significant experience in debt recovery, including outbound call activity, is essential. Communication Skills: Excellent written and verbal English, with the ability to engage confidently and professionally—especially with vulnerable customers. IT Competency: Strong working knowledge of Microsoft Office applications, particularly Word, Outlook and Excel. Unit4 ERP (Agresso) experience is desirable. Customer-Focused Approach: Ability to recover debt firmly yet empathetically, ensuring a positive and respectful customer experience. Organisation & Self-Management: Able to plan, prioritise and work independently to meet targets and deadlines. Attention to Detail: High level of accuracy in written work and record keeping. Flexibility: Comfortable adapting to new processes, systems or client requirements. Team Player: Willing to collaborate, share knowledge and support colleagues to meet team objectives. Security vetting and checks: All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS). External candidates: This includes a basic criminal record check (for unspent convictions) and an annual adverse finance check (for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders). Internal candidates: An annual adverse finance check will be required. If you do not meet these requirements, your offer may be withdrawn.