Income Recovery Administrator

Hightown Housing Association Ltd; Hemel Hempstead; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension

Bonus

Car Parking

On Site Gym

Job summary

Hightown Housing Association is seeking an Income Recovery Administrator to join our Housing team on a 12‑month fixed term contract in Hemel Hempstead. The role focuses on minimising rent arrears, maintaining accurate accounts and delivering a responsive customer service.

You will work with Income Recovery Officers and Housing colleagues to process transactions, support tenancy sustainment and recover debt, while providing clear records and a high standard of service.

Qualifications

• Excellent administrative and organisational skills.
• Strong numerical accuracy and attention to detail.
• Good written and verbal communication skills.
• Experience of data processing and maintaining accurate records.
• Experience of managing processes and working within established procedures.
• Good IT skills, including the ability to use spreadsheets and a variety of software packages.
• Ability to prioritise workloads, meet deadlines and use initiative.
• Positive, customer-focused approach and a commitment to service.

Responsibilities

• Providing administrative support to the Income Recovery Team.
• Managing telephone, email and written enquiries relating to rent accounts.
• Contacting customers regarding rent arrears and discussing repayment arrangements.
• Maintaining accurate records of rent payments and benefit payments.
• Monitoring rent account reports and updating tenancy information.
• Processing rent refunds, balance transfers and direct debit amendments.
• Leading on recovery of former customer arrears, recharges and court costs.
• Liaising with Housing Benefit departments and supporting Universal Credit verification processes.
• Processing customer payments and maintaining accurate system records.
• Working with colleagues to help customers sustain tenancies.
• Delivering excellent customer service at every stage of the customer journey.

Skills

Administrative skills

Numerical accuracy

Communication skills

Data processing

Process management

IT skills (spreadsheets)

Prioritisation & deadlines

Customer service

Job description

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Income Recovery Administrator

Reference: OCT20262786

Expiry date: 23:59, Sun, 1st Nov 2026

Location: Hemel Hempstead

Benefits: Pension, Bonus, Car Parking, On Site Gym

12 Month Fixed Term Contract
£28,719 per annum
35 hours per week
Based at Hightown House, Hemel Hempstead

At Hightown Housing Association, we are looking for an Income Recovery Administrator to join our Housing team on a 12 month fixed term contract. This is an excellent opportunity to play a key role in supporting customers, helping to maintain sustainable tenancies and ensuring income collection services are delivered efficiently and professionally.

About the Role

As an Income Recovery Administrator, you will provide comprehensive administrative support to the Income Recovery team, helping to minimise rent arrears and ensure customer accounts are accurately maintained. You will be the first point of contact for many customer enquiries, offering a responsive and professional service while supporting customers to manage their rent accounts effectively.

You will work closely with Income Recovery Officers, Housing colleagues and external partners, helping to recover outstanding debt, process account transactions and support tenancy sustainment across our housing services.

What You Will Be Doing

• Providing administrative support to the Income Recovery Team
• Managing telephone, email and written enquiries relating to rent accounts
• Contacting customers regarding rent arrears and discussing repayment arrangements
• Maintaining accurate records of rent payments and benefit payments
• Monitoring rent account reports and updating tenancy information
• Processing rent refunds, balance transfers and direct debit amendments
• Leading on the recovery of former customer arrears, recharges and court costs
• Liaising with Housing Benefit departments and supporting Universal Credit verification processes
• Processing customer payments and maintaining accurate system records
• Working with colleagues and support services to help customers sustain their tenancies
• Delivering excellent customer service at every stage of the customer journey

What We Are Looking For

We are looking for someone who has:

• Excellent administrative and organisational skills
• Strong numerical accuracy and attention to detail
• Good written and verbal communication skills
• Experience of data processing and maintaining accurate records
• Experience of managing processes and working within established procedures
• Good IT skills, including the ability to use spreadsheets and a variety of software packages
• The ability to prioritise workloads, meet deadlines and work using their own initiative
• A positive, customer-focused approach and a commitment to delivering excellent service

Experience of housing, rent recovery, credit control, welfare benefits or social housing would be advantageous, although not essential.

Why Join Hightown?

We recognise the importance of supporting our colleagues, and we offer a comprehensive benefits package including:

• Generous annual leave allowance of 33 days per year, including statutory bank holidays, rising to 35 days with service (Pro Rata)
• Workplace pension scheme and life assurance of three times your annual salary
• Annual bonus based on satisfactory performance
• Monthly attendance bonus
• Ongoing professional development and training to help you deliver outstanding support
• Employee assistance helpline
• Blue Light Card, providing access to discounts for local and national retailers
• Onsite Gym

All appointments are subject to satisfactory right to work, basic/enhanced DBS, reference and medical clearances.

We will be shortlisting and interviewing on an ongoing basis so may close the vacancy early.

We are an Equal Opportunities and Disability Confident Employer.