Rent Recovery Officer

RHP Group; Teddington; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading housing organization in the UK is seeking a proactive individual to manage income collection across multiple tenures. The role involves negotiating effective payment solutions and preventing arrears. Candidates must have experience in debt recovery and a customer-centric approach. Proficiency in IT and strong communication skills are essential. This position offers an opportunity to contribute to a team dedicated to delivering exceptional service.

Qualifications

• Experience in a debt, sales, or income collection role.
• Familiarity with preparing legal paperwork and court representation.
• Proven track record in debt recovery across all housing tenure types.

Responsibilities

• Manage income collection for diverse tenure types while ensuring customer care.
• Resolve queries related to rents through calls.
• Utilize performance data to enhance rental income and minimize arrears.

Skills

Customer service

Debt recovery

Negotiation

Problem-solving

Organizational skills

Communication

MS Excel proficiency

Sales experience

Job description

Responsibilities

• Proactively manage income collection for all tenure types within a designated patch, maintaining the highest level of customer care.
• Manage the rents call queue resolving customer telephone queries.
• Use performance data, identifying opportunities to increase rental income and reduce arrears.
• Proactively engage with customers using multiple channels, including home visits or in‑person appointments, to identify additional support needs.
• Negotiate and advise on effective, tailored payment solutions to sustain tenancies, prevent arrears escalating, and maximise rental income.
• Prepare and issue rent arrears possession claims, application notices and witness statements, representing RHP Group at court, progressing cases to enforcement action, undertaking appeals, and attending evictions.
• Support customers with the completion of benefit claims (including Housing Benefit, Universal Credit and Discretionary Housing Payments) or signpost to other support.
• Maintain effective working relationships with external agencies and stakeholders including Local Authorities, Department for Work and Pensions, and HMCTS, making referrals.
• Recommend cases for referral to debt collection agencies, carry out tracing activity and propose accounts for write‑off in line with policies and procedures.
• Make sure accurate customer transactions and rent figures are recorded.
• Work with other teams to improve customers' experience of our service.
• Be a great team player, doing what it takes to deliver stellar service for every customer, every time.

Experience & Qualifications

• Working in a debt, sales, or income collection role.
• Preparing legal paperwork and representation at court possession proceedings.
• Debt recovery across all housing tenure types.
• Preventing arrears from escalating by following policies and procedures that prevent serious debt and homelessness.
• Innovative debt collection campaigns for high value arrears.
• Knowledge of benefits.
• Proficient IT skills, including MS Excel and Word.
• Experience working in a sales or target‑driven environment.

Core Values & Behaviours

• Role modelling our values: We know our stuff / We make it happen / We care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
• Communicating clearly and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Taking pride in being organised so you can deliver your promises on time.
• Making wise decisions and solving problems without over‑complicating things.
• Being the best version of yourself in every situation and showing resilience even when it's tough.
• Remaining curious to find better ways of working to improve the customer experience.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Holding your hands up if you make a mistake and quickly re‑focusing to put things right.
• Building trust by doing what you say you will.