Income Customer Service Officer
Location: London (SE1). Salary: Circa £39,167 per annum (DOE). Working: Hybrid, Permanent, Full Time.
We are currently recruiting 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.
Responsibilities
* 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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