Rents Recovery Officer
RHP Group, Teddington, Greater London
Rents Recovery Officer
Salary not available. View on company website.
RHP Group, Teddington, Greater London
- Full time
- Permanent
- Remote working
Posted 1 day ago, 20 Dec | Get your application in today.
Closing date: Closing date not specified
job Ref: 8b0312e8429d4051934b1ad5e5df9b79
Full Job Description
- 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-person appointments, to identify additional support needs.
- Negotiate and advise on effective, tailored payment solutions to sustain tenancies, prevent arrears 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 Local Authorities, Department for Work and Pensions, and HMCTS, making referrals.
- Recommend cases for referral to debt collection agencies, carry out tracing activity and propose accounts 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, every time. Connect with how you'll do it We'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.
Experience working in a sales or target driven environment.
Role modelling our values: We know our stuff / We make it happen / We care - Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people's unique perspective.
- Communicating clearly and authentically across different channels, adapting your style and methods 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's tough.
- 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.