Senior Income Recovery Officer

SGCH; Sydney; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangements

Salary packaging

Employee Assistance Program (EAP)

Job summary

SGCH is seeking a Senior Income Recovery Officer to lead the day-to-day delivery of our income recovery function, helping customers sustain tenancies and reduce arrears. You will supervise Income Recovery Officers and collaborate with tenancy, customer support, finance, legal and external services to ensure compliant, client-centred outcomes.

You will bring experience in tenancy legislation, arrears handling, and team coaching, balancing empathy with strong analytical stakeholder management to

Qualifications

• Comprehensive knowledge of the NSW Residential Tenancies Act 2010 and tenancy policies.
• Experience in rent arrears, debt recovery and tenancy management.
• Proven ability to coach teams and manage complex customer matters.
• Strong analytical, negotiation and stakeholder management skills.
• Current full NSW Driver's Licence.

Responsibilities

• Lead daily income recovery operations, prioritising workloads and monitoring team performance.
• Manage complex and escalated arrears matters, including repayment arrangements, legal notices and NCAT preparation.
• Monitor recovery activities, analyse performance data and provide recommendations for continuous improvement.
• Undertake quality assurance reviews to ensure compliance, accuracy and consistent decision-making.
• Build strong partnerships with internal teams and external support services to support tenancy sustainment outcomes.
• Coach and develop team members fostering collaboration, continuous learning and customer service excellence.

Skills

Leadership

Communication

Negotiation

Analytical

Tenancy knowledge

Stakeholder management

Job description

Job Category: Customer Care,Income Management

What we do

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

Job Description

About the roleand about you

As the Senior Income Recovery Officer, you will lead the day-to-day delivery of SGCH's income recovery function, supporting customers to sustain their tenancies while improving recovery outcomes and reducing arrears. Reporting to the Income Manager, you will lead a team of Income Recovery Officers and work closely with tenancy, customer support, finance, legal teams and external support services to deliver consistent, compliant and customer-centred income recovery practices.

To succeed in this role, you will havedemonstrated experience leading and coaching teams in a customer-focused environment, extensive knowledge of tenancy legislation and income recovery practices, and strong analytical and stakeholder management skills. You will embody SGCH's values of We Care, We Connect and We Create by leading with empathy, building trusted relationships and supporting sustainable tenancy outcomes for customers experiencing vulnerability.

This is a permanent role, requires travel to all SGCH office locations and portfolios asrequired.

Duties

• Leaddaily income recovery operations, prioritising workloads and monitoring team performance.
• Manage complex and escalated arrears matters, including repayment arrangements, legal notices and NCAT preparation.
• Monitor recovery activities, analyse performance data and provide recommendations for continuous improvement.
• Undertake quality assurance reviews to ensure compliance, accuracy and consistent decision-making.
• Build strong partnerships with internal teams and external support services to support tenancy sustainment outcomes.
• Coach and develop team members fosteringcollaboration, continous learning and customer service excellence.

The recruitment process may include interviews and relevant skills or behavioural assessmentswithselectionbased ondemonstratedmerit against the roles criteria. Appointment is subject to standard pre-employment checks, such asworking rights, employmentreferencesfrompreviousmanagers, a National Police Check, and a health assessment.

Desired Skills and Experience

• Comprehensive knowledge of the NSW Residential Tenancies Act 2010, social and affordable housing rent-setting requirements, relevant SGCH policy and privacy obligations.
• Demonstrated experience applying rent arrears, debt recovery and tenancy management policies and legislation, including managing complex customer matters and preparing evidence for the NSW Civil and Administrative Tribunal.
• Demonstrated experience coordinating team workflows, coaching staff and monitoring service performance, quality and compliance in a customer-focused environment.
• Highly developed communication, negotiation, analytical and recordkeeping skills, with the ability to work respectfully with customers experiencing vulnerability and use housing management and Microsoft Office systems.
• Holds a current full NSW Drivers License.