Experienced in income/rent arrears recovery? Good knowledge of housing legislation with an assertive and empathetic approach? We have a vacancy in our Income team for up to 12 months, working 37 hours p/w across our areas of operation which include Bucks, Beds & Herts, supporting our commitment to delivering high quality, customer centred services.
We operate a hybrid model of working role, with our base location is Letchworth, Herts, where you'll be expected to work a minimum of 2 days per week with the remainder at home/remote. You will also be required to attend court hearings and evictions so a full driving licence and regular access to a vehicle is essential.
Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.
Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve.
If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future. You will be joining a collaborative and forward thinking team that plays a vital role in supporting residents and sustaining tenancies. You'll be responsible for arrears recovery, current and former tenant arrears; debt management and financial inclusion, working closely with colleagues across Housing, the Customer Service Hub, and a range of external partners.
Key Responsibilities
* Take a professional and active approach to the management of customer rent accounts to ensure income is maximised.
* Engage patiently with customers, provide support, empathy and opportunity to minimise debt.
* Encourage customers to access specialist money and debt advice as needed.
* Offer an excellent customer service with attention to detail and accuracy aiming to resolve queries at first point of contact.
* Work closely with internal and external partners to respond to the needs of customers, signposting where necessary.
* Coordinate and oversee the preparation of court documents to be submitted for cases referred for legal action. Ensuring timely submission of relevant paperwork.
* Be professional and prepared when representing SettleParadigm in the County Court on legal matters.
* Ensure all information systems are kept up to date.
* Use customer data when dealing with individual cases to ensure they are dealt with sensitively, efficiently and effectively.
Must Haves
* Experience of income recovery, working in a social housing environment and knowledge of welfare benefits.
* Experience of dealing directly with the public and delivering high quality customer care.
* A flexible approach to providing services and able to work on your own initiative with a minimum of supervision.
* Have excellent time management skills.
* Collaborative approach to problem solving and delivering services.
* A full driving licence and regular access to a vehicle.
Nice To Haves
* Identify and act on issues that indicate a customer may be experiencing financial or wellbeing issues that are impacting on their ability to sustain their tenancy.
* Cope well under pressure and manage competing demands.
* Communicate clearly in writing and verbally with a wide range of customers and colleagues.
* Uphold and live SettleParadigm’s values with a robust commitment to diversity.
For Added Brilliance
* You’ll be passionate not just about income maximisation and housing management, but also about providing a great customer service.
Benefits
* annual salary: £39,041 per annum
* 25 days holiday, increasing with service, plus Christmas closure and buy options
* Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
* Family-friendly leave: Enhanced maternity, paternity, and adoption leave
* Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
* Life cover and income protection
* Flexible working – hybrid options, modern offices, free parking & EV charging
Additional Perks
* 30+ qualified Mental Health First Aiders available to support
* Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
* Funded training, qualifications & apprenticeships
* 3 paid volunteering days in the local communities
* Peer-recognition rewards platform
* Paid professional subscription (one per year)
Our Commitment
We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups. We are committed to providing reasonable adjustments throughout our recruitment process and will always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required. Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made. Please ensure you fully answer the questions on the application form.
Closing Date: 4th March 2026. We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
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