Income Recovery Officer

Greatwell Homes; Irchester; On-site; GBP 33,000 - 40,000; Full time

Job summary

Greatwell Homes in Northamptonshire is seeking an Income Recovery Officer to maximise rental income while helping customers sustain tenancies. You will manage a caseload of rent accounts, engage with customers to understand circumstances, provide advice, and take appropriate enforcement action when necessary.

You will handle arrears recovery from early intervention to court proceedings, ensuring compliance with Pre-Action Protocols, housing legislation, and internal policies.

Qualifications

• Previous rent recovery experience in social housing or similar sector.
• Proven track record of reducing rent arrears and meeting income targets.
• Knowledge of Pre-Action Protocols and legal processes related to rent recovery.
• Experience helping customers access welfare benefits and Universal Credit.
• Ability to balance supportive and enforcement approaches based on customer circumstances.
• Strong negotiation, communication and customer service skills.
• Experience working with vulnerable customers and handling sensitive conversations.
• Excellent organisation to manage a demanding caseload.

Responsibilities

• Manage rent arrears cases and maximise income collection performance.
• Support customers to sustain tenancies through early intervention and effective arrears management.
• Negotiate sustainable repayment arrangements and monitor compliance.
• Assess customers' financial circumstances and advise on welfare benefits and Universal Credit.
• Ensure compliance with Pre-Action Protocol requirements before legal action.
• Prepare and present cases for court where appropriate.
• Apply a balanced approach to rent recovery with supportive and enforcement actions.
• Maintain accurate records and ensure all actions comply with policy and legislation.
• Collaborate with colleagues and external agencies to achieve positive outcomes.

Skills

Rent recovery

Negotiation

Communication

Customer service

Welfare benefits

Universal Credit

Enforcement

Housing legislation

Record keeping

Job description

Income Recovery Officer

Northamptonshire

36,526.00 + 1,657 Essential Car Payment

Join Our High-Performing Income Recovery Team

We have an exciting opportunity for an experienced Income Recovery Officer to join our successful and high-performing team.

At Greatwell Homes, you'll play a key role in maximising rental income while supporting customers to sustain their tenancies. We are looking for a motivated professional who can demonstrate a balance of empathy and enforcement, ensuring rent arrears are managed effectively, fairly and in line with legislation, policy and procedure.

About the Role

As an Income Recovery Officer, you will manage a caseload of current tenant rent accounts, taking a proactive approach to preventing and reducing arrears. You will work closely with customers to understand their circumstances, provide advice and support, and take appropriate enforcement action where necessary.

You will be responsible for managing cases throughout the arrears recovery process, from early intervention through to legal action, ensuring compliance with all relevant legislation, including Pre-Action Protocol requirements.

Key Responsibilities

• Manage rent arrears cases and maximise income collection performance.
• Support customers to sustain their tenancies through early intervention and effective arrears management.
• Negotiate sustainable repayment arrangements and monitor compliance.
• Assess customers' financial circumstances and provide advice regarding welfare benefits, Universal Credit and other sources of support.
• Ensure compliance with Pre-Action Protocol requirements prior to commencing legal action.
• Prepare and present cases for court where appropriate.
• Apply a balanced approach to rent recovery, combining customer support with effective enforcement action.
• Maintain accurate records and ensure all actions are compliant with policy, procedure and legislation.
• Work collaboratively with colleagues and external agencies to achieve positive outcomes for customers and Greatwell Homes.

What We're Looking For

The successful candidate will be able to demonstrate:

• Previous experience of rent recovery within a social housing environment.
• A proven track record of managing rent arrears and achieving income collection targets.
• Knowledge and practical experience of Pre-Action Protocols and the legal processes associated with rent recovery.
• Experience of supporting customers to access welfare benefits, Universal Credit and financial inclusion services.
• The ability to apply both a supportive and enforcement-led approach to rent recovery, depending on customer circumstances.
• Excellent negotiation, communication and customer service skills.
• Experience of working with vulnerable customers and managing sensitive conversations.
• Strong organisational skills and the ability to manage a demanding caseload effectively.
• The ability to interpret and apply policies, procedures and relevant housing legislation.

Why Join Us?

This is an excellent opportunity to join an ambitious organisation and a high-performing income team committed to delivering excellent outcomes for customers and communities. In return, we offer a supportive working environment, opportunities for professional development and the chance to make a real difference.

If you have the experience, knowledge and passion to support customers whilst delivering effective rent recovery outcomes, we'd love to hear from you.