Leasehold Income Officer

We’re looking for a proactive and customer-focused Leasehold Income Officer (Income Recovery Officer - Leasehold & Non Social internally) to join our Income Management team. This role has a specific focus on our Leasehold, Shared Ownership, Market Rent and Rent to Buy portfolio, helping to ensure income is recovered effectively while providing a professional and supportive service to customers. If you have experience in debt recovery, negotiating repayment plans and balancing a commercial approach with excellent customer service, this could be a great opportunity to develop your career within a growing and diverse housing portfolio. As an Income Recovery Officer, you'll take ownership of a caseload of arrears accounts across our non-social housing portfolio. You'll work closely with customers, colleagues and external partners to maximise income recovery, prevent debts from escalating and ensure legal processes are followed appropriately where required. This is a varied role that combines case management, customer engagement, negotiation and problem-solving, with a strong focus on achieving positive outcomes for both customers and WCHG.

Responsibilities

Managing arrears cases across our leasehold, shared ownership, market rent and rent to buy portfolio; Negotiating affordable and sustainable repayment plans with customers and taking timely action to recover outstanding debt; Preparing legal notices and supporting legal recovery processes where required, ensuring compliance with relevant legislation and procedures; Working closely with colleagues to identify alternatives to legal action and support customers appropriately; Maintaining accurate records, updating IT systems and providing management information on performance and recovery activity; Supporting continuous improvement and contributing to wider income management initiatives

Requirements

Experience of income recovery and arrears management, ideally within a private rented, leasehold, shared ownership or housing environment; Strong negotiation, communication and customer service skills; Knowledge of debt recovery processes, housing and leasehold legislation and welfare benefits; Ability to manage a varied caseload, prioritise effectively and meet deadlines; Good analytical and numeracy skills, with the ability to interpret accounts and take appropriate action; Strong IT skills and the ability to maintain accurate records and case notes; A full UK driving licence and access to a vehicle is required; The successful candidate will be required to complete a DBS check; Flexibility to work outside normal office hours on a rotational basis may be required

Nice to have

Experience working with leaseholders and shared owners; Relevant professional qualification or equivalent experience

Benefits

25 days Annual Leave, rising to 30 with length of service and subject to approval the option to buy and sell additional annual leave; Enhanced leave options for Maternity, Paternity, Adoption & Shared Parental Leave; Enhanced Pension scheme contributions; Health Care Plan gives money back for dental, optical, therapy costs and more; Subsidised Healthy Living benefits i.e. gym membership or yoga classes; Subsidised Leisure Learning benefits i.e. finance towards driving lessons or learning a new language; Car Lease Scheme; Cycle to Work scheme; Volunteering days in the local community; Salary Sacrifice Pension option; Flexible Working; Real Living Wage; Westfield Health; Training and Development; Recognition and Reward