We’re excited to offer a fantastic opportunity for a Former Tenant Arrears Officer to join our team on a permanent basis.


About the role


In this role, you’ll play a key part in supporting former tenants to set up realistic, sustainable repayment plans. You’ll take ownership of your caseload, working proactively to understand each customer’s circumstances and ensure they receive consistent support that helps maximise income.


You’ll handle referrals to Debt Collection Agencies, process write-offs, credits and deceased accounts in line with policy, and escalate cases that need legal or specialist attention. Your work will directly contribute to positive outcomes for both customers and the organisation.


Our hybrid working model gives you the best of both worlds-collaboration with your team and the independence to manage your workload. You may occasionally travel to other offices, helping you stay connected across the wider service.


You’ll also have the chance to shape how we work, contributing ideas and helping drive improvements that make our service even better.


About you


You’ll ideally bring experience in income recovery and a solid understanding of welfare benefits such as Housing Benefit, Universal Credit and wider welfare reform. Knowledge of the Housing Act and related legislation would be a real advantage.


You’re confident managing casework, keeping accurate financial and case records, and ensuring everything you do meets compliance standards.
Your communication and customer service skills will set you apart-you’ll be supporting customers through challenging situations and working closely with internal and external stakeholders.


You’ll be comfortable navigating multiple systems, have strong IT skills, and enjoy working independently as well as part of a team.


You need to be adaptable, open to change, and ready to make a meaningful impact.