Collections Officer

Peabody; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

30 days annual leave

Bank holidays

4x salary life assurance

Up to 10% pension contribution

Job summary

Peabody is seeking a Collections Officer in London to manage arrears and protect tenancy success. The role focuses on proactive income collection, welfare benefits guidance, and customer-centred solutions within a hybrid working pattern.

You will handle diverse accounts, support customers through financial challenges, and collaborate with teams to sustain tenancies while achieving financial targets.

Qualifications

• Previous experience in collections or tenancy-related debt recovery.
• Understanding welfare benefits, Universal Credit and welfare reform.
• Experience managing customer accounts and debt recovery while sustaining tenancies.
• Strong communication, negotiation and influencing skills.
• Attention to detail and numeracy with good IT literacy.
• Self-motivated with ability to work independently.

Responsibilities

• Maximise rent collection and reduce arrears via proactive account management.
• Identify barriers to payment and agree realistic repayment solutions.
• Manage rent accounts throughout tenancy lifecycle and take recovery actions.
• Make proactive outbound calls to customers to meet collection targets.
• Provide guidance on rent payments, welfare reform and housing benefits.
• Handle legal action related to arrears including court processes.

Skills

Income collection

Customer support

Strong communicator

Adaptable

Independent worker

Tools

IT skills

Job description

The following content displays a map of the jobs location - Ealing, London

Vacancy Reference peabodygroup/TP/19331/1509

Number of Positions:

2

Contract Type:

Permanent Full Time

Monday to Friday | 35 Hours Per Week | 9AM to 5PM | Hybrid Two Days Onsite per Week

Working Hours:

35

Location:

Ealing, London

Closing Date:

16/11/2026

Vacancy Category:

Finance

Service Area:

Collections, Partnering & Transformation

Directorate:

Finance

Our Vacancy

Do you want to make a real difference by helping customers maintain successful tenancies and achieve positive outcomes?

At Peabody, our purpose is to help people flourish. We're not just a landlord - we're committed to supporting our residents, improving lives, reducing arrears, increasing rent collection and sustaining tenancies wherever possible.

Joining us as a Collections Officer, you'll play a vital role in delivering this ambition by putting customers at the heart of everything you do. As the first point of contact for customers in arrears, you'll proactively manage rent accounts, identify early intervention opportunities, and work collaboratively with customers to find sustainable solutions. Using your knowledge of income collection, welfare benefits and tenancy management, you'll help maximise rent collection while supporting residents through financial challenges.

What You'll Be Doing

You’ll manage a diverse caseload of customer accounts across a range of housing tenures and be responsible for:

• Maximising rent collection and reducing arrears through proactive account management and early intervention.
• Supporting customers to sustain their tenancies by identifying barriers to payment and agreeing realistic repayment solutions.
• Managing rent accounts throughout the tenancy lifecycle, taking timely and appropriate recovery action where required.
• Making proactive outbound calls to customers, achieving collection and case management targets while delivering excellent customer service.
• Providing advice and guidance on rent payments, debt prevention, welfare reform and housing-related benefits.
• Managing legal action relating to arrears, including preparing documentation, court applications and attending court hearings where required.

About You

We're looking for someone who combines strong income collection experience with a genuine passion for supporting customers. You’re committed to delivering an exceptional customer experience, passionate about supporting customers through financial difficulties and helping them sustain their tenancies. You’re adaptable and resilient, with the ability to manage a varied caseload in a fast-paced environment.

What You'll Bring

• Previous experience within a collection (income recovery or tenancy-related) and fast paced, target driven environment.
• A strong understanding of welfare benefits, Universal Credit and welfare reform.
• Experience managing customer accounts and taking appropriate action to recover debt while balancing tenancy sustainment.
• You’re a confident communicator with the ability to negotiate and influence a wide range of customers, including vulnerable residents and those facing financial hardship.
• Strong administrative, numeracy and IT skills, with excellent attention to detail.
• An excellent communicator with strong listening, influencing and negotiation skills.
• You’re self-motivated with the ability to work independently

At Peabody, our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. You’ll be part of a supportive and inclusive organisation that is focused on making a real difference to the lives of our customers and communities.

What we offer

• 30 days’ annual leave, plus bank holidays
• Flexible benefits scheme, including family-friendly options and access to a discount portal
• 4x salary life assurance
• Up to 10% pension contribution

Peabody does not offer sponsorship to work in the UK

We reserve the right to close the advert early if we receive a high volume of suitable applications.

Our Assessment Process

Our fair, inclusive and transparent recruitment process involves an in-person interview on the 24th or 25th November at our Westminster Bridge Road office. The interview will be a mix of competency and scenario based questions, followed by a numeracy and communication focused exercise - so you’ll need to allow up to 90 minutes for the session!