At a Glance
- Tasks: Maximise income collection and support customers in managing their rent accounts.
- Company: Join Peabody, a supportive organisation dedicated to improving lives.
- Benefits: Enjoy up to 30 days leave, hybrid working, and flexible benefits.
- Other info: Be part of a diverse team that champions kindness and innovation.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Experience in customer service and strong organisational skills required.
The predicted salary is between 30000 - 40000 € per year.
About The Role
At Peabody, our aim is to improve the quality of life for our residents. As a Collections Officer, you’ll play a key role in helping us achieve this by maximising income collection, reducing rent arrears and supporting customers to sustain their tenancies.
What You’ll Do
- Manage a caseload of customer rent accounts across general needs and supported housing tenures, proactively maximising income collection while supporting customers to meet their rent obligations.
- Monitor rent accounts on a weekly basis, taking timely and appropriate action to recover unpaid rent and other charges.
- Carry out proactive outbound calls and case management activity to meet clearly defined performance targets and prevent arrears escalation.
- Deliver an efficient, effective and legally compliant arrears service, with a strong focus on tenancy sustainment and early intervention.
- Provide clear advice and support to customers on debt prevention, welfare reform and benefits entitlement.
- Support customers to access Universal Credit and other housing-related benefits, working collaboratively with the DWP and Peabody’s Financial Inclusion team where appropriate.
- Signpost and refer customers to internal support services, including Financial Inclusion, Tenant and Family Sustainment and Employment teams, to provide holistic support.
- Manage the legal recovery process from start to finish, including preparing paperwork, making court applications, attending court and evictions where required.
- Maintain a strong working knowledge of Peabody’s arrears escalation processes, policies and procedures, acting as a subject matter expert within the business.
- Work collaboratively with colleagues and stakeholders, adapting to changing legislation, business priorities and customer needs.
- Champion Peabody’s values and deliver a consistently high standard of customer service.
What You’ll Bring
- Proven experience of delivering excellent customer service in a fast-paced, target-driven environment.
- Excellent organisational skills with the ability to manage a diverse caseload, prioritise effectively and meet deadlines.
- Well-developed questioning, listening, influencing and negotiation skills, with the ability to support customers experiencing financial exclusion.
- Excellent written and verbal communication skills, supported by strong numeracy and IT capability.
- Experience of working collaboratively with internal and external stakeholders, including engaging with vulnerable customers.
- Understanding of the importance of data quality and integrity, with the ability to use data to inform decision-making.
- Experience managing rent arrears and income collection across a range of housing tenures would be desirable.
- Strong knowledge of the arrears recovery process, welfare reform and housing-related benefits would be desirable.
Why join us?
At Peabody, our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. You’ll be part of a supportive and inclusive organisation that is focused on making a real difference to the lives of our customers and communities.
What We Offer
- Up to 30 days’ annual leave, plus bank holidays.
- Two paid volunteering days per year.
- Hybrid and flexible working arrangements.
- Flexible benefits scheme, including family-friendly options and access to a discount portal.
- 4x salary life assurance.
- Up to 10% pension contribution.
Collections Officer in London employer: Peabody
Peabody is an exceptional employer dedicated to enhancing the quality of life for its residents, offering a supportive and inclusive work environment that prioritises kindness, diversity, and collaboration. As a Collections Officer, you will benefit from flexible working arrangements, generous annual leave, and opportunities for personal and professional growth, all while making a meaningful impact in the community. Join us to be part of a team that values your contributions and empowers you to help customers sustain their tenancies and improve their financial wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Officer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing and finance sectors. You never know who might have a lead on a Collections Officer role or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of rent arrears and income collection processes. We want you to be able to showcase your expertise and how you can help Peabody achieve its goals.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
✨Tip Number 4
Apply through our website for the best chance at landing that Collections Officer gig. We love seeing applications directly from candidates who are genuinely interested in joining our mission!
We think you need these skills to ace Collections Officer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Collections Officer role. Highlight your experience in income collection and customer service, and show us how you can help improve the quality of life for our residents.
Showcase Your Skills:We want to see your excellent organisational skills and ability to manage a diverse caseload. Use specific examples from your past experiences to demonstrate how you've met deadlines and prioritised effectively in a fast-paced environment.
Communicate Clearly:Your written communication skills are key! Make sure your application is clear and concise. We love a well-structured cover letter that outlines your understanding of the arrears recovery process and your approach to supporting customers.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team at Peabody!
How to prepare for a job interview at Peabody
✨Know Your Stuff
Before the interview, make sure you understand Peabody's mission and values. Familiarise yourself with their approach to income collection and tenancy sustainment. This will help you demonstrate how your experience aligns with their goals.
✨Showcase Your Skills
Prepare examples that highlight your customer service skills, especially in a target-driven environment. Think of specific situations where you've successfully managed a caseload or resolved issues for customers, particularly those facing financial difficulties.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios related to rent arrears recovery or supporting vulnerable customers. Practising your responses can help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about Peabody’s strategies for supporting tenants or how they measure success in the Collections Officer role. This shows your genuine interest in the position and the organisation.
