Income Recovery Advisor in Southwater

Saxon Weald are recruiting for an Income Recovery Advisor to join our team. In this role, you will play a key part in supporting customers to sustain their tenancies by managing rent accounts and recovering income in a fair, timely and transparent way. The role is customer‑focused and requires a balanced approach that combines empathy with effective decision‑making, ensuring customers understand their responsibilities while feeling supported to reach sustainable solutions.

You will work closely with colleagues across our Housing, Customer Support and Finance teams, building strong working relationships to deliver consistent outcomes. A significant part of the role involves early intervention, identifying arrears quickly and using supportive, solution‑focused conversations to prevent issues from escalating. Alongside direct customer contact, you will be responsible for maintaining accurate records, completing Universal Credit verification tasks and ensuring actions are taken in line with policy and legal requirements. Where cases need to be escalated, you will provide clear, well‑documented information to support appropriate next steps.

This role is 20 hours per week, ideally worked across Wednesday, Thursday and Friday, although there is an element of flexibility. For example, hours could be spread across more days with shorter working times if that works better for you.

To be successful in this role you will need to have:

• Experience of working with rent accounts, arrears or debt recovery in a regulated or customer‑focused environment
• Strong communication skills, with the ability to explain complex or sensitive information clearly, calmly and respectfully
• Confidence handling challenging or emotional conversations while maintaining a solution‑focused and empathetic approach
• Good working knowledge of benefits, particularly Universal Credit, and how these impacts rent payments (or the ability to quickly develop this knowledge)
• The ability to assess information objectively and apply policies, procedures and legal requirements consistently and fairly
• Strong organisational skills, with experience managing competing priorities and maintaining accurate records using IT systems

Reasons why you should apply:

• 27 days annual leave plus bank holidays
• Excellent employer pension contributions, 3x your contributions up to 12%
• Life assurance 4x annual salary
• Cashback on day to day medical expenses up to £1300 (limits apply for each category)
• Leading Employee Assistance Programme, gym discounts & cycle to work scheme
• Loyalty scheme for long‑serving colleagues including increased annual leave and a hamper
• Hybrid working available with a modern, recently refurbished office in Horsham

About Saxon Weald: Saxon Weald’s purpose is to enable positive life chances by providing safe and secure homes. We are passionate about delivering an excellent customer experience and wish to employ great people who are committed to our values. We have 7000 homes (81% in Horsham District, 6% in West Sussex, 5% in East Sussex, 8% in Hampshire). We’re dedicated to creating a fair, inclusive environment where everyone feels they can be themselves. We recognise the value that a diverse workforce brings, and the different perspectives that colleagues from a range of backgrounds can bring. We therefore especially encourage applications from those who may be underrepresented in our organisation, including people from minority ethnic backgrounds, LGBTQIA+ individuals. As a disability‑confident employer, we are fully supportive of any workplace adjustments that can be made to our recruitment process to give you a fair chance at sharing your skills and experience with us.