Rent Recovery Officer

Connect with what you'll doIn the role you'll: Proactively manage income collection for all tenure types within a designated patch,maintaining the highest level of customer care Manage the rents call queue resolving customer telephone queries Use performance data, identifying opportunities to increase rental income and reduce arrears. Proactively engage with customers using multiple channels, including home visits or in-personappointments, to identify additional support needs. Negotiate and advise on effective, tailored payment solutions to sustain tenancies, preventarrears escalating, and maximise rental income. Prepare and issue rent arrears possession claims, application notices and witness statements,representing RHP Group at court, progressing cases to enforcement action, undertaking appeals,and attending evictions. Support customers with the completion of benefit claims (including Housing Benefit, Universal Credit and Discretionary Housing Payments) or signpost to other support. Maintain effective working relationships with external agencies and stakeholders including LocalAuthorities, Department for Work and Pensions, and HMCTS, making referrals. Recommend cases for referral to debt collection agencies, carry out tracing activity and proposeaccounts for write-off in line with policies and procedures. Make sure accurate customer transactions and rent figures are recorded. Work with other teams to improve customers’ experience of our service. Be a great team player, doing what it takes to deliver stellar service for every customer, everytime.Connect with how you'll do itWe're looking for someone with experience of: Working in a debt, sales, or income collection role. Preparing legal paperwork and representation at court possession proceedings. Debt recovery across all housing tenure types. Preventing arrears from escalating by following policies and procedures that prevent serious debt and homelessness. Innovative debt collection campaigns for high value arrears. Knowledge of benefits. Proficient IT skills, including MS Excel and Word.It would blow us away if you had: Experience working in a sales or target drivenenvironment.The key behaviours we expect in the role are: Role modelling our values: We know our stuff / We make it happen / We care Demonstrating inclusive behaviours, respecting, and embracing difference and listening to otherpeople’s unique perspective. Communicating clearly and authentically across different channels, adapting your style andmethods to meet the needs of a diverse range of customers and colleagues. Taking pride in being organised so you can deliver your promises on time. Making wise decisions and solving problems without over complicating things. Being the best version of yourself in every situation and showing resilience even when it’stough. Remaining curious to find better ways of working to improve the customer experience. Seizing opportunities by being brave and stepping outside of your comfort zone. Holding your hands up if you make a mistake and quickly re-focusing to put things right. Building trust by doing what you say you will.