Income Collections Officer (12 month fixed term contract) in Epsom

Working with Income colleagues and under the direction of the Area Income Manager you will play a key role in providing an effective income management service for Town and Country Housing. Provide a comprehensive customer focused Income Management service. Support the Area Income Manager, Income Managers and Income Officers in providing services to tenants, ensuring records are well managed and maintained with high levels of customer satisfaction. Represent TCH, liaising with residents and partner agencies. Manage rent accounts in accordance with the policies and procedures of TCH, covering the work of absent Income Managers and Income Officers as required. Work with internal teams and external agencies to ensure effective communication around collection, support and enforcement of payments due, engaging Tenancy and Money Support to provide preventative support.

Hours of Work

35 hours per week Contract 12 month fixed term contract Notice Period 1 Month

Role Specific Responsibilities

• Use a range of IT and management systems effectively and maintain the housing management computer systems, ensuring that all arrears actions and contact with customers are recorded accurately.
• Scanning, e-filing and maintaining up-to-date, clear records in relation to all duties.
• Manage a portfolio of cases including former tenant arrears, former tenant credit cases and non-rent debts.
• Regularly monitor accounts, initiating appropriate action and applying a consistent approach to arrears management in line with the policy and procedure.
• Input changes to Housing Benefit and Universal Credit Housing Element entitlements on tenant’s rent accounts.
• Assist with checking amendments to direct debit mandates ahead of the annual rent reviews.
• Deal with routine enquiries in respect of rent and arrears, ensuring that electronic file notes are completed and passed on to the relevant Income Managers or other teams.
• Set up and record repayment agreements with current and former tenants.
• Issue refunds, collect debts promptly, support the successful ending of tenancies and recommend debt and credit write offs as required.
• Identify cases that require legal action in accordance with policy and procedures and assist in applying for and enforcing money judgements.
• Subject to training, provide cover for absences and vacancies arising within the Income Manager and Officer posts.
• Understand and appreciate the wider context of the department/team and liaise with other departments to ensure that business objectives are optimised.

General

• Adhere to the equal opportunities policy and promote equality of opportunity wherever possible.
• Recognise, respect, and promote diversity within the business.
• Actively contribute towards key performance indicators and professional standards.
• Work in accordance with GDPR and Data Protection Law, ensuring the integrity of personal information.
• Be responsible for own health and safety and that of colleagues in accordance with the Health and Safety at Work Act (1974).
• Take responsibility for own development and professionalism, keeping up to date with new developments.
• Attend and participate in training and other meetings and staff events as required.
• Be an effective member of the team, presenting a positive impression of the section and the business.

Education & Qualifications

• Level 2 qualifications, including Maths and English (equivalent to 5 GCSEs).
• Strong communication skills and proficiency in MS Office and Outlook.
• High attention to detail with a problem-solving approach.
• Ability to work flexibly, under pressure, and meet tight deadlines.
• Understanding of GDPR requirements and commitment to confidentiality.
• Previous experience managing social housing stock.
• Ability to communicate with a range of stakeholders face to face, in writing and on the telephone.
• Ability to produce clear and concise written reports.
• Ability to work on own initiative and initiate new ideas.
• Self‑motivated with the ability to prioritise workload and be effective in time management.
• Effective use of IT management systems, Word, Excel and Outlook.
• Effective use of Social Housing Management Systems.
• Ability to be flexible in approach to changes in the working environment.
• Demonstrable achievements in improving services for customers and in motivating others to deliver excellent services.
• Demonstrated ability to build and sustain effective external networks.
• Knowledge of housing policy and good practice in the sector.
• Commitment to equal opportunities and customer engagement.
• A passion for innovation and best practice.
• Personal resilience and a high degree of self‑confidence and determination.
• Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth.
• The strength and drive to meet high standards and commit to challenging goals and objectives.
• Ability to analyse information and data logically and reach sound conclusions, understanding the business environment of Town & Country.

Behaviours

• Address the needs of customers with commitment to excellent customer service, seeking feedback to drive improvement.
• Evaluate and review work to meet high personal standards that consistently meet or exceed expectations.
• Interact and build productive relationships internally and externally.
• Communicate effectively and professionally, projecting a positive impact on recipients.
• Develop professional curiosity.
• Think innovatively while assessing risks and opportunities in a measured way.
• Demonstrate resilience in pressured and stressful situations.
• Deliver excellent results and customer service with a positive, flexible approach.
• Be an organised, hardworking team player with a “can‑do” attitude.
• Learn task prioritisation in a fast‑paced setting.
• Passionate about learning and achieving great results for all customers.
• Strong communication and ownership of issues, seeking timely solutions.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions.
• Free onsite car parking.
• Life assurance of 4× annual salary (Terms and Conditions apply).
• 30 days annual leave in addition to bank holidays.
• Employee assistance programme (24/7 telephone advice, information portal & face‑to‑face counselling sessions).
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses.
• Enhanced maternity, paternity and shared parental leave provision.
• Access to an extensive range of corporate discounts on shopping, travel & days out.
• Travel loan.

Our Values

TCH is an equal opportunities employer committed to the equal treatment of all employees. We promote an inclusive and collaborative workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply. We are a ‘Disability Confident’ committed employer and will invite qualified individuals with a disability to interview if they meet the minimum criteria for the vacancy.