At a Glance
- Tasks: Manage arrears cases and negotiate repayment plans while providing excellent customer service.
- Company: Join Wythenshawe Community Housing Group, a leader in community housing.
- Benefits: Enjoy 25 days annual leave, enhanced pension, and health care benefits.
- Other info: Flexible working hours and opportunities for professional growth await you.
- Why this job: Make a real difference in people's lives while developing your career in housing.
- Qualifications: Experience in income recovery and strong negotiation skills are essential.
- Leasehold Income Officer
- Wythenshawe, Manchester
We’re looking for a proactive and customer‑focused Leasehold Income Officer (Income Recovery Officer - Leasehold & Non Social internally) to join our Income Management team.
This role has a specific focus on our Leasehold, Shared Ownership, Market Rent and Rent to Buy portfolio, helping to ensure income is recovered effectively while providing a professional and supportive service to customers.
If you have experience in debt recovery, negotiating repayment plans and balancing a commercial approach with excellent customer service, this could be a great opportunity to develop your career within a growing and diverse housing portfolio.
About the role
As an Income Recovery Officer, you'll take ownership of a caseload of arrears accounts across our non‑social housing portfolio.
You'll work closely with customers, colleagues and external partners to maximise income recovery, prevent debts from escalating and ensure legal processes are followed appropriately where required.
This is a varied role that combines case management, customer engagement, negotiation and problem‑solving, with a strong focus on achieving positive outcomes for both customers and WCHG.
- What you’ll be doing
- Managing arrears cases across our leasehold, shared ownership, market rent and rent to buy portfolio.
- Negotiating affordable and sustainable repayment plans with customers and taking timely action to recover outstanding debt.
- Preparing legal notices and supporting legal recovery processes where required, ensuring compliance with relevant legislation and procedures.
- Working closely with colleagues to identify alternatives to legal action and support customers appropriately.
- Maintaining accurate records, updating IT systems and providing management information on performance and recovery activity.
- Supporting continuous improvement and contributing to wider income management initiatives.
- What we’re looking for
- Experience of income recovery and arrears management, ideally within a private rented, leasehold, shared ownership or housing environment.
- Strong negotiation, communication and customer service skills.
- Knowledge of debt recovery processes, housing and leasehold legislation and welfare benefits.
- Ability to manage a varied caseload, prioritise effectively and meet deadlines.
- Good analytical and numeracy skills, with the ability to interpret accounts and take appropriate action.
- Strong IT skills and the ability to maintain accurate records and case notes.
Desirable
- Experience working with leaseholders and shared owners.
- Strong knowledge of leaseholders, market rent, rent-to-buy and shared owners.
- Relevant professional qualification or equivalent experience.
- Additional Information
- A full UK driving licence and access to a vehicle is required.
- The successful candidate will be required to complete a DBS check.
- Flexibility to work outside normal office hours on a rotational basis may be required.
- Application Deadline - Sunday 27th September
Please note the above date is subject to change, and the advert may be closed early dependent on applications received. If you are interested in applying, don't wait!
Why join us?
As an Investors in People Health & Wellbeing recognised employer, we offer a wide range of benefits such as:
- 25 days Annual Leave, rising to 30 with length of service and subject to approval the option to buy and sell additional annual leave*
- Enhanced leave options for Maternity, Paternity, Adoption & Shared Parental Leave*
- Enhanced Pension scheme contributions
- Our Health Care Plan gives you money back for dental, optical, therapy costs and more
- Subsidised Healthy Living benefits i. e. gym membership or yoga classes
- Subsidised Leisure Learning benefits i. e. finance towards driving lessons or learning a new language
- Car Lease Scheme, Cycle to Work scheme*
- Volunteering days in the local community
- We offer a Salary Sacrifice Pension option*
- *Subject to eligibility criteria
About Us
Wythenshawe Community Housing Group (WCHG) manages almost 14,000 properties, providing homes for more than 29,000 people in Wythenshawe, South Manchester.
We are committed to investing in the health, wellbeing and development of colleagues, who we will reward fairly and empower and trust to deliver their best work for the benefit of WCHG, our customers and stakeholders.
WCHG is an inclusive employer of choice, where differences are recognised as strengths in delivering our purpose.
WCHG operates anonymous recruitment selection practices.
A disability confident employer WCHG will work to make reasonable adjustments where possible throughout its employment processes.
Our purpose is to provide good quality homes and services to our customers and leaseholders and to play a leading role in creating safer, healthier communities.
WCHG boasts an impressive development portfolio which aims to deliver on average 1,100 new homes over the next five years with £195m estimated investment, leaving a lasting legacy in our communities
Leasehold Income Officer employer: Wythenshawe Community Housing Group
Wythenshawe Community Housing Group (WCHG) is an exceptional employer that prioritises the health and wellbeing of its staff, offering a range of benefits including generous annual leave, enhanced pension contributions, and opportunities for professional development. With a strong commitment to community engagement and inclusivity, WCHG fosters a collaborative work culture where employees can thrive while making a meaningful impact in the lives of local residents. Join us in creating safer, healthier communities while enjoying a supportive and rewarding work environment in South Manchester.
Contact Details:
Wythenshawe Community Housing Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Leasehold Income Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wythenshawe Community Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wythenshawe Community Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Leasehold Income Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wythenshawe Community Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Wythenshawe Community Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wythenshawe Community Housing Group!
How to prepare for a job interview at Wythenshawe Community Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
