Income Recovery Administrator

Hightown Housing Association Ltd; Tring; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Generous annual leave

Pension scheme

Annual bonus

Attendance bonus

Training & development

Employee assistance helpline

Blue Light Card

Onsite Gym

Job summary

Hightown Housing Association Ltd seeks an Income Recovery Administrator to join the Housing team on a 12-month fixed term contract. You will support customers, helping to maintain sustainable tenancies and ensuring income collection services are delivered efficiently and professionally.

You will provide comprehensive administrative support to the Income Recovery team, handling enquiries, processing payments, and assisting with tenancy sustainment while coordinating with Housing Benefit

Qualifications

• Experience in administrative support within housing or debt/recovery helpful.
• Strong numerical accuracy and attention to detail.
• Experience with data processing and maintaining records.

Responsibilities

• Provide administrative support to the Income Recovery Team.
• Manage telephone, email and written enquiries relating to rent accounts.
• Contact customers regarding rent arrears and discuss repayment arrangements.
• Maintain accurate records of rent payments and benefit payments.
• Monitor rent account reports and update tenancy information.
• Process rent refunds, balance transfers and direct debit amendments.
• Lead on recovery of former arrears, recharges and court costs.

Skills

Administrative support

Customer enquiries

Rent arrears outreach

Record keeping

Rent reports monitoring

Payments processing

Debt recovery

Housing Benefit liaison

Direct debit amendments

Tenancy sustainment

Customer service

Tools

Spreadsheets

Housing software

Job description

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
• 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 bonusOngoing 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.