Former Tenants Arrears Officer in London

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 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.

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

Please note a Basic DBS check will be undertaken for the successful candidate.

Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, providing over 85,000 homes and investing in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year. Working for us is so much more than just a job. Whatever your role, you'll help us provide homes and services for those who need them - and make a real difference to people’s lives.