Income Recovery and Enforcement Officer

We build homes for sale or rent across the country; Greater London; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A leading housing association in the UK is seeking an Income Recovery and Enforcement Officer to manage housing arrears recovery and enforcement. This critical role involves preparing cases for court, liaising with legal advocates, and providing essential customer service. The ideal candidate will have a strong background in managing high-volume workloads, excellent communication skills, and relevant experience in welfare benefits and tenancy-related processes. A competitive salary and hybrid working are offered.

Benefits

Excellent pension plan (up to 6% double contribution)

28 days annual leave rising to 31 days

Health Cash Plan

Employee Assistance Programme

Qualifications

• Proven experience in housing arrears recovery and enforcement including legal proceedings through to eviction.
• Confidence in decision-making and managing a fast-paced, high-volume workload.
• Strong customer service skills for handling sensitive and challenging conversations.

Responsibilities

• Manage a caseload across the legal stages of the arrears lifecycle.
• Act as main point of contact liaising with external legal advocates.
• Prepare witness statements and documentation for court.

Skills

Accounting Software

Customer Relationship

Microsoft Excel

Conflict Management

Communication

Job description

Title: Income Recovery and Enforcement Officer

Contract Type: Permanent FT (35 hours)

Salary: Starting from £32,881 per annum (London weighted) or £28,886 per annum (Regional)

Reporting Office: London Stratford or Manchester Trafford

Persona: Agile Worker – 20%–40% of contractual hours to be worked from reporting office (hybrid working)

Closing Date: 22nd October 2025

Interview Dates: 29th, 30th & 31st October 2025

Join our Income Management Team at L&Q – a fast‑paced target‑driven role where you balance firm enforcement with compassionate customer service.

Benefits

• Excellent pension plan (up to 6% double contribution)
• 28 days annual leave rising to 31 days with length of service
• Bank holidays
• Westfield Health Cash Plan
• Non‑contributory life assurance up to 21 hours volunteering paid days
• Lifestyle benefits
• Employee Assistance Programme
• Many more

Responsibilities

• Manage a caseload across the legal stages of the arrears lifecycle, including preparing and presenting cases in court, and progressing to eviction where necessary.
• Act as main point of contact liaising with external legal advocates representing L&Q at court.
• Prepare witness statements and documentation to secure successful outcomes at court.
• Make confident decisions on enforcement action, balancing risk and customer impact.
• Work proactively to meet call and case management targets, handling a high volume of customer contact.
• Provide residents with advice and signposting to maximise income and sustain tenancies where possible.
• Collaborate with colleagues across Housing Finance and Legal to ensure a seamless approach to arrears management.

Qualifications & Experience

• Proven experience in housing arrears recovery and enforcement including legal proceedings through to eviction.
• Confidence in decision‑making and managing a fast‑paced, high‑volume workload.
• Strong customer service skills for handling sensitive and challenging conversations.
• Knowledge of welfare benefits and tenancy‑related arrears processes.
• Excellent organisational, negotiation and influencing skills with the ability to work independently and collaboratively.

Key Skills

• Accounting Software
• Accounting and Auditing
• Accounts Receivable
• Accounts Reconciliation
• Computer Data Entry
• Cooperative Risk Management
• Accounting & Finance
• Collection and Recovery
• Account Management
• Cash Management
• Communication
• Conflict Management
• Microsoft Excel
• Telephone Skills
• Customer Relationship

About L&Q

L&Q is one of the UK’s leading housing associations and developers. We were founded on the belief that high quality housing is vital for people’s health, happiness and security. Serving 250,000 residents across London, the South East and North West, we place people at the heart of our business and commit to diversity, inclusion and sustainability.

We are recognised externally for our commitment to inclusion – a Stonewall Diversity Champion, a Disability Confident (Committed) employer and a Time to Change Employer.

We welcome reasonable adjustments at any stage of the recruitment process. Please email the recruitment team for details.