Location
London

Hours
Full Time

Salary
£38,541 per annum

About the Role
Do you want to make a real difference by helping customers maintain successful tenancies and achieve positive outcomes? At Peabody, our purpose is to help people flourish. We're not just a landlord - we're committed to supporting our residents, improving lives, reducing arrears, increasing rent collection and sustaining tenancies wherever possible. Joining us as a Collections Officer, you'll play a vital role in delivering this ambition by putting customers at the heart of everything you do. As the first point of contact for customers in arrears, you'll proactively manage rent accounts, identify early intervention opportunities, and work collaboratively with customers to find sustainable solutions. Using your knowledge of income collection, welfare benefits and tenancy management, you'll help maximise rent collection while supporting residents through financial challenges.

You'll manage a diverse caseload of customer accounts across a range of housing tenures and be responsible for:
- Maximising rent collection and reducing arrears through proactive account management and early intervention.
- Supporting customers to sustain their tenancies by identifying barriers to payment and agreeing realistic repayment solutions.
- Managing rent accounts throughout the tenancy lifecycle, taking timely and appropriate recovery action where required.
- Making proactive outbound calls to customers, achieving collection and case management targets while delivering excellent customer service.
- Providing advice and guidance on rent payments, debt prevention, welfare reform and housing-related benefits.
- Managing legal action relating to arrears, including preparing documentation, court applications and attending court hearings where required.

Experience
Previous experience within a collection (income recovery or tenancy-related) and fast paced, target driven environment. A strong understanding of welfare benefits, Universal Credit and welfare reform. Experience managing customer accounts and taking appropriate action to recover debt while balancing tenancy sustainment.

About you
You’re committed to delivering an exceptional customer experience, passionate about supporting customers through financial difficulties and helping them sustain their tenancies. You’re adaptable and resilient, with the ability to manage a varied caseload in a fast-paced environment. You’re a confident communicator with the ability to negotiate and influence a wide range of customers, including vulnerable residents and those facing financial hardship. You have strong administrative, numeracy and IT skills, with excellent attention to detail. You’re self-motivated with the ability to work independently and possess excellent listening, influencing and negotiation skills.

Qualifications
No specific qualifications are stated; however, relevant experience and skills in income collection, welfare benefits, tenancy management and customer service are essential.