**PREVIOUS APPLICANTS NEED NOT APPLY** Title: Maintenance Recharge & Energy Debt Recovery Officer Contracts: Fixed Term up to 12 months Hours: Full-time, 35 hours per week Persona: Agile (20-40% in office and 3-4 days working from home) Office Location: London Salary: £31,923 per annum Role Profile - Maintenance Recharge & Energy Debt Recovery Officer.docx Closing date for completed applications: 3rd December 2024 at 11:59 pm **Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. Join Our Income Management Team At L&Q, our Income Management team is dedicated to ensuring financial stability through proactive debt recovery while delivering exceptional service to our customers. As a Maintenance Recharge & Energy Debt Recovery Officer, you will take ownership of your own portfolio, working to recover maintenance recharge and energy-related debt. This is a fantastic opportunity to contribute to the overall performance of our Income Management Team, focusing on reducing arrears and minimizing bad debt. Your Impact in the Role: Debt Recovery and Account Management: You’ll manage your own portfolio of accounts, ensuring arrears are reduced and cash collection is maximized. Through regular communication, primarily via outbound calls, you’ll negotiate repayment plans and ensure bad debt is minimized. Customer Service Excellence: Provide outstanding customer service while proactively contacting customers to resolve debt-related issues. You’ll offer support and guidance to customers, ensuring that their needs are met while adhering to L&Q’s policies and procedures. Collaboration and Stakeholder Engagement: Work closely with internal stakeholders to manage debt recovery cases and build effective relationships. You’ll also liaise with external agencies to resolve any complex debt-related matters. Compliance and Reporting: Ensure that all relevant records are maintained in systems such as Tallyman, Arena, D365, and PTX. What You'll Bring: To excel in this role, you'll need: Excellent Customer Service Skills: Experience delivering outstanding service in a demanding environment. Debt Recovery Experience: Experience in income collection or debt recovery is desirable. Strong Communication and Negotiation Skills: Ability to effectively communicate over the phone, influence outcomes, and negotiate payment plans. Target-Driven Mindset: Experience working towards KPIs and delivering results. Proficiency in Microsoft Office: Demonstrable experience using the Microsoft suite in a work-based environment. Organizational and Time Management Skills: Self-motivated, able to prioritise tasks, and manage time efficiently. Adaptability: Able to work in a fast-paced environment and adapt to change as needed. Why Work for L&Q? L&Q is not just a workplace; it's a community. Recognised as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive. The successful candidate will have access to our full suite of benefits, which includes: Generous Annual Leave: Starting at 28 days and increasing to 31 days after 3 years of continuous service. Excellent Pension Scheme: Double contribution up to 6%. Health Cash Plan: Claim money towards different types of medical services, and access other health and well-being offers Life Assurance: Generous non-contributory coverage. Employee Assistance Programme: Support when you need it. Recognition Bonus Scheme: Spot awards for outstanding contributions. Family-Friendly Policies: Designed to help you balance work and family life Diverse Networking Groups: Join groups like Ability, Kaleidoscope, Inspire & Spectrum. Volunteer Time: Up to 21 hours per year to volunteer with the charity of your choice. Learning & Development: Commitment to your professional growth. Are you motivated to deliver outstanding customer service while driving positive financial outcomes to support residents, we’d love to hear from you—apply now! We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.