Collections Officer

Income Collections Officer (12 month fixed term contract)

Working with Income colleagues and under the direction of the Area Income Manager you will play a key role in providing an effective income management service for Town and Country Housing.

• Provide a comprehensive customer focused Income Management service.
• Support the Area Income Manager, Income Managers and Income Officers in providing services to tenants, ensuring records are well managed and maintained with high levels of customer satisfaction.
• Represent TCH, liaising with residents and partner agencies.
• Manage rent accounts in accordance with the policies and procedures of TCH, covering the work of absent Income Managers and Income Officers as required.
• Work with internal teams and external agencies to ensure effective communication around collection, support and enforcement of payments due, engaging Tenancy and Money Support to provide preventative support.

35 hours per week

12 month fixed term contract

1 Month

• Use a range of IT and management systems effectively and maintain the housing management computer systems, ensuring that all arrears actions and contact with customers are recorded accurately.
• Scanning, e-filing and maintaining up-to-date, clear records in relation to all duties.
• Manage a portfolio of cases including former tenant arrears, former tenant credit cases and non-rent debts.
• Regularly monitor accounts, initiating appropriate action and applying a consistent approach to arrears management in line with the policy and procedure.
• Input changes to Housing Benefit and Universal Credit Housing Element entitlements on tenant’s rent accounts.
• Assist with checking amendments to direct debit mandates ahead of the annual rent reviews.
• Deal with routine enquiries in respect of rent and arrears, ensuring that electronic file notes are completed and passed on to the relevant Income Managers or other teams.
• Set up and record repayment agreements with current and former tenants.
• Issue refunds, collect debts promptly, support the successful ending of tenancies and recommend debt and credit write offs as required.
• Identify cases that require legal action in accordance with policy and procedures and assist in applying for and enforcing money judgements.
• Subject to training, provide cover for absences and vacancies arising within the Income Manager and Officer posts.
• Understand and appreciate the wider context of the department/team and liaise with other departments to ensure that business objectives are optimised.

• Adhere to the equal opportunities policy and promote equality of opportunity wherever possible.
• Recognise, respect, and promote diversity within the business.
• Actively contribute towards key performance indicators and professional standards.
• Work in accordance with GDPR and Data Protection Law, ensuring the integrity of personal information.
• Be responsible for own health and safety and that of colleagues in accordance with the Health and Safety at Work Act (1974).
• Take responsibility for own development and professionalism, keeping up to date with new developments.
• Attend and participate in training and other meetings and staff events as required.
• Be an effective member of the team, presenting a positive impression of the section and the business.

• Level 2 qualifications, including Maths and English (equivalent to 5 GCSEs).
• Strong communication skills and proficiency in MS Office and Outlook.
• High attention to detail with a problem-solving approach.
• Ability to work flexibly, under pressure, and meet tight deadlines.
• Understanding of GDPR requirements and commitment to confidentiality.
• Previous experience managing social housing stock.
• Ability to communicate with a range of stakeholders face to face, in writing and on the telephone.
• Ability to produce clear and concise written reports.
• Ability to work on own initiative and initiate new ideas.
• Self‑motivated with the ability to prioritise workload and be effective in time management.
• Effective use of IT management systems, Word, Excel and Outlook.
• Effective use of Social Housing Management Systems.
• Ability to be…