Income Collection Officer in Crawley

Location: Chichester (covering Brighton and Mid Sussex)

Salary: £35,100 - £36,000

The Income Services Officer is key to supporting the prevention and recovery of rent arrears and other debts while helping customers sustain their homes through practical advice, early intervention and effective case management. This role combines both office working with home visits to support our residents.

What you'll be doing:

• Manage rent arrears and other debts across multiple tenure types, including current and former customers
• Take ownership of customer accounts, working proactively to prevent arrears and reduce debt
• Deliver a high-quality, customer-focused service through phone and digital channels
• Support customers with money management, rent prioritisation and access to welfare benefits
• Process payments, refunds and account requests in line with policies and procedures
• Maintain accurate income and case management records, including clear action notes
• Work collaboratively with the wider Income team and internal colleagues to support service delivery
• Prepare legal documentation, attend court and support eviction processes where required
• Help customers access additional financial support, including local authority and charitable funding
• Follow safeguarding procedures, escalating concerns and making referrals as appropriate

About you:

You'll bring experience in income collection, rent arrears or customer account management, alongside a supportive and resilient approach when working with customers in challenging circumstances.

• Experience in income services, rent arrears, collections or a similar customer-focused role
• Understanding of housing income, welfare benefits and affordability assessments
• Experience managing customer accounts and complex casework
• Knowledge of legal processes relating to rent arrears and possession (or willingness to learn)
• Strong communication skills with the ability to handle sensitive conversations professionally

Why join us?

We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. You'll be part of a committed Income Services team, where your work will directly support customers to sustain their tenancies while protecting Hyde's income and services.

Benefits:

• Excellent pension
• Generous holiday allowance
• Life assurance
• Flexible benefits platform
• Career development & learning support
• Volunteering days
• Hybrid working

Diversity, inclusion and accessibility:

Equity, diversity and inclusion are central to life at Hyde. We're committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. As a Disability Confident Employer, we're happy to provide reasonable adjustments throughout the recruitment process and in the workplace.

Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.