Job Description

Income Recovery Officer
Location: Home based / Remote
Hours: 35 hours per week, 9am - 5pm. Monday to Friday
Salary: £26,410.23
For almost 70 years, Abbeyfield Living Society has been a leading provider of housing and care for older people across England. Guided by our five core values – Care, Compassion, Community, Integrity and Excellence – we're committed to creating welcoming communities where people can live well and independently.
We're looking for a proactive and customer-focused Income Recovery Officer to join our Customer Operations team. This is an excellent opportunity for someone with experience in income management or housing finance who enjoys building positive relationships while helping customers manage their accounts and maintain their tenancies.
About the Role
As an Income Recovery Officer, you'll play a key role in maximising income collection while delivering an outstanding customer experience. You'll manage a portfolio of customer accounts, ensuring rents, service charges and care home fees are collected efficiently, supporting customers to maintain payment arrangements and preventing arrears from escalating.
Working closely with residents, colleagues and external agencies, you'll provide practical solutions, maintain accurate financial records and contribute to achieving Abbeyfield's income collection targets.
What You'll Be Doing
• Managing a caseload of customer accounts, proactively preventing and recovering arrears.
• Supporting customers with payment arrangements and resolving account queries.
• Processing rent, service charge and care fee payments accurately.
• Setting up and administering Direct Debits.
• Reconciling customer accounts and producing regular account statements.
• Creating and closing customer accounts for new and departing residents.
• Maintaining accurate records and ensuring compliance with policies and legislation.
• Building positive relationships with residents, relatives, colleagues and external partners to support tenancy sustainment.
About You
We're looking for someone who is organised, numerate and passionate about delivering excellent customer service. You'll enjoy solving problems, communicating with a wide range of people and managing your workload effectively.
You'll ideally have:
• Experience delivering excellent customer service.
• Experience within housing income collection, rent recovery or customer accounts.
• Strong numerical and data entry skills with excellent attention to detail.
• Experience using housing management systems.
• Excellent verbal and written communication skills.
• Good knowledge of Microsoft Office, particularly Excel, Word and Outlook.
It would also be beneficial if you have:
• Experience using the QL Housing Management System or a similar platform.
• Knowledge of Welfare Benefits or Welfare Rights.
• Experience working within the housing, care or not-for-profit sector.
Rewards & Benefits
At Abbeyfield Living Society, we are committed to rewarding our staff for their hard work. Our benefits include:
• Up to 33 days paid leave, including bank/public holidays
• With Dayforce Wallet, access your extra pay instantly, with no waiting until payday!
• Book Virtual GP appointments, claim back healthcare and dental expenses with Medicash
• Comprehensive induction and training
• Pay progression within role based on skills and contribution
• Learning and career development opportunities – support with on-the-job qualifications
• Occupational sick pay
• Company pension and life assurance
• Employee Assistance Programme
• Discounted gym membership
• Cycle to work scheme
• Shop and save vouchers
• Opportunity to obtain Blue Light Card discounts
• A menopause-friendly accredited organisation
Our Values
Everything we do is underpinned by our five core values:
• Care – We put people at the heart of everything we do.
• Compassion – We treat everyone with kindness, dignity and respect.
• Community – We create places where people feel they belong.
• Integrity – We act honestly, responsibly and transparently.
• Excellence – We continually strive to improve and deliver the highest standards.
If you're looking for a rewarding role where your skills can make a real impact, we'd love to hear from you.
INDS