Income Recovery Officer (12 month FTC)

VIVID; Basingstoke; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

26 days holiday

Bonus pro rata

Pension 6% matched

Life assurance 3x salary

Private medical insurance

Medicash

Enhanced parental leave

Counselling services

Electric car scheme

Training & mentoring

Learning courses

Job summary

VIVID in Basingstoke is seeking an experienced Income Recovery Officer to manage rent arrears and support tenants to sustain their homes. You will engage with customers, record actions, and coordinate with internal teams and external agencies, including housing options and DWP as needed.

Eviction remains the last resort; the role emphasizes collaborative problem solving and a commitment to helping residents stay in their homes.

Qualifications

• Proven experience in debt recovery and working in a customer-centric environment.
• Knowledge of the social housing sector and welfare reform.
• Strong communication and relationship-building abilities with internal and external stakeholders.

Responsibilities

• Managing a caseload of rent arrears accounts in line with agreed procedures.
• Engaging with customers to record contacts, agreements, and referrals.
• Providing tailored support and advice to help customers sustain tenancies.
• Developing an understanding of benefits and payment processes.
• Collaborating with internal teams and external agencies to support housing options and welfare services.

Skills

Debt recovery

Customer-focused

Housing sector knowledge

Welfare reform knowledge

Communication skills

Stakeholder management

Job description

We’re VIVID! -We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!
We’re recruitingfor anIncome RecoveryOfficerto join our teamin Basingstoke! This is a full time, 12-month fixed term contract position working 37 hours a week with a minimum of 20% of this to be office based to promote collaboration and team working.

Want to know what we can offer you?

• 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
• Annual discretionary company performance-related bonus, rewarding our collective success (pro rata)
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

Here’s The Facts About The Role

We’re looking for a proactive and customer-focused Income Recovery Officer to join our team. You’ll manage a caseload of rent arrears accounts, working through the recovery process while ensuring customers receive the right support to sustain their tenancies. Eviction will always be the last resort, and you’ll play a key role in helping customers maintain their homes.

Key Responsibilities Will Include

• Managing a caseload of rent arrears accounts in line with agreed procedures
• Engaging with customers to record contacts, agreements, and referrals
• Providing tailored support and advice to help customers sustain tenancies
• Developing a strong understanding of benefits and payment processes
• Working collaboratively with internal teams such as neighbourhoods and tenancy support, and external agencies, including housing options, the Department of Work and Pensions (DWP), and homelessness services
• Ensuring business and customer impacts are considered in all recovery actions.

You’ll bring a wealth of proven experience in debt recovery and working in a customer-centric environment. You’ll also have demonstrable awareness and knowledge of the social housing sector, and good understanding of welfare reform and benefits. You'll have strong communication and relationship building skills as well as the ability to work effectively with internal and external stakeholders.

Interviews are due to take place 13/14 Oct (subject to change).