Income Customer Service Officer

Income Customer Service Officer

Location: London (SE1). Salary: Circa £39,167 per annum (DOE). Working: Hybrid, Permanent, Full Time.

We are currently recruiting an experienced Income Customer Service Officer to join a respected housing provider on a permanent basis. This is an excellent opportunity for someone with a background in income collection, rent arrears recovery, housing management, leasehold management or debt recovery to join a customer‑focused organisation committed to supporting residents while maximising income collection.

Responsibilities

• Managing rent, service charge and leasehold arrears cases
• Negotiating repayment agreements and monitoring compliance
• Conducting home visits, telephone calls and resident interviews
• Referring residents for welfare benefits and debt advice support
• Preparing and presenting cases at County Court hearings
• Supporting vulnerable residents through appropriate referrals
• Maximising income collection while preventing tenancy failure where possible
• Working closely with housing, legal and homeownership teams to resolve complex cases

Essential Criteria

• Experience managing rent arrears, income collection or housing‑related debt recovery
• Knowledge of housing law, the regulatory framework and good practice relating to debt recovery
• Knowledge of leasehold charges including service charges and ground rent
• Experience presenting cases at court and a strong understanding of the court system and legal remedies available for debt recovery
• Strong knowledge of welfare benefits and welfare reform
• Excellent customer service skills with the ability to manage challenging conversations professionally
• Strong communication skills, both written and verbal
• Ability to manage a busy caseload and work independently

What’s on Offer

• Permanent position with a well‑established housing provider
• Competitive salary of circa £39,167 per annum
• Hybrid working arrangements
• Opportunity to make a genuine difference to residents while supporting income recovery targets

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