Rent Recovery & Tenancy Support Officer

CIH International Housing Group; Wellingborough; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Cycle to work scheme

Employee assistance program

Eyecare Vouchers

Gym membership

Life milestone awards

Pensions

Perkbox

Simply health

Job summary

Greatwell Homes is seeking an experienced Income Recovery Officer to maximise rental income while helping customers sustain their tenancies. The role requires balancing empathy with enforcement to manage arrears in line with policy and legislation.

You will manage caseloads through arrears recovery, from early intervention to potential court action, ensuring compliance with Pre-Action Protocols and other legal requirements. Strong negotiation and communication skills are essential.

Qualifications

• Experience in rent recovery within social housing.
• Proven track record of managing rent arrears and achieving income targets.
• Knowledge of Pre-Action Protocols and associated legal processes.
• Experience helping customers access welfare benefits and Universal Credit.
• Ability to apply both supportive and enforcement-led approaches.
• Strong negotiation and communication abilities.
• Experience working with vulnerable customers and handling sensitive conversations.
• Excellent organisational skills to manage a demanding caseload.

Responsibilities

• Manage rent arrears cases and maximise income collection.
• Support customers to sustain tenancies through early intervention and arrears management.
• Negotiate sustainable repayment arrangements and monitor compliance.
• Assess customers' financial circumstances and advise on welfare benefits.
• Ensure Pre-Action Protocols are followed before legal action.
• Prepare and present cases for court where appropriate.
• Apply a balanced approach to rent recovery with enforcement when needed.
• Maintain accurate records and ensure policy compliance.
• Collaborate with colleagues and external agencies to deliver positive outcomes.

Skills

Rent recovery experience

Social housing knowledge

Negotiation

Communication skills

Customer service

Vulnerable customers handling

Organisational skills

Policy & legislation awareness

Job description

Greatwell Homes is seeking an experienced Income Recovery Officer to maximise rental income while helping customers sustain their tenancies. The role requires balancing empathy with enforcement to manage arrears in line with policy and legislation.

You will manage caseloads through arrears recovery, from early intervention to potential court action, ensuring compliance with Pre-Action Protocols and other legal requirements. Strong negotiation and communication skills are essential.