Location
London

Hours
Minimum 2 days per week in the office, with a flexible mix of home and office-based working to meet service needs

Salary
£37,310 per annum

About the Role
As a Collections Officer at Peabody, you will manage your own caseload of rent accounts across various housing tenures, taking timely action to recover unpaid rent and charges while identifying ways to help tenants sustain their homes. Your responsibilities include making proactive outbound calls, supporting tenants to access Universal Credit and other benefits, and referring them to our Financial Inclusion and Sustainment teams when appropriate. You will also manage the legal process when required, from preparing court applications to attending hearings, ensuring all actions are compliant, fair, and aligned with our commitment to supporting customers.
This role is key to achieving Peabody's strategic objectives with a strong emphasis on early intervention. You will be the first point of contact for tenants in arrears, building positive relationships while effectively managing income collection. Using data, policies, and procedures, you will deliver a rent collection and arrears service that meets clear targets, supporting customers to manage their debt and sustain their tenancies.
If you are passionate about supporting people, preventing homelessness, and helping tenants sustain their homes, this role offers a rewarding opportunity to make a real difference.

Benefits
30 days’ annual holiday plus bank holidays
Two additional paid volunteering days each year
Flexible benefits scheme including family friendly benefits and access to a discount portal
4 x salary life assurance
Up to 10% pension contribution

Experience
Proven experience in arrears recovery with a solid understanding of the welfare system, including housing-related benefits and welfare reform.

About you
Committed to delivering excellent customer service and able to embody and champion Peabody’s values.
Confident working in a fast-paced, customer-focused environment with the ability to manage competing priorities and make sound decisions.
Skilled in communication, negotiation, and influencing, with the ability to build positive relationships with a wide range of tenants, including those who may be vulnerable or facing complex challenges.
Flexible and adaptable, able to work both independently and collaboratively.

Qualifications
Excellent administrative and IT skills with strong attention to detail and an appreciation of the importance of data quality.