Collections Officer

Job description

Help people keep the place they call home.

At Peabody, we're more than just a landlord. We're committed to helping people live well, sustain their tenancies and overcome financial challenges before they become crises. That's why we're looking for a proactive and customer-focused Collections Officer to join our Home Counties team. 

This is far more than chasing arrears - it's about working with customers to understand their circumstances, finding practical solutions, and providing the support they need to stay in their homes. You'll play a vital role in maximising income collection while delivering excellent customer service and making a real difference to people's lives.

What You'll Do

As a Collections Officer, you'll manage a varied portfolio of customer accounts, taking a proactive and preventative approach to arrears management. You'll support customers to pay their rent and maintain successful tenancies, provide advice and guidance around welfare benefits, Universal Credit, debt prevention and financial wellbeing. You’ll also: 

• Work closely with the Financial Inclusion, Employment and Sustainment teams to ensure customers receive the right support at the right time.
• Use data and customer insight to identify accounts requiring intervention and support.
• Progress legal action where necessary, including preparing documentation, making court applications and attending court hearings.
• Deliver a legally compliant service in line with current legislation, policies and the court pre-action protocol.
• Build effective relationships with both internal and external stakeholders to achieve the best outcomes for customers.
• Manage a caseload of accounts, balancing customer outcomes with collection targets.

Please note: this role is primarily based across Hertfordshire and includes travel to High Wycombe. The locations covered may vary depending on business requirements. We will be happy to discuss this in more detail at interview.

About You

We're looking for someone who combines strong collection skills with empathy, resilience and a genuine commitment to customer service.  You’re motivated by helping customers overcome financial difficulties and passionate about delivering outstanding customer experiences. You’re comfortable managing a demanding and varied caseload and organised and able to prioritise competing demands effectively.

What You'll Bring

• Experience of arrears recovery, income collection, housing management or debt recovery.
• A strong understanding of rent collection processes and tenancy sustainment.
• Knowledge of welfare benefits, Universal Credit and welfare reform.
• Experience working in a fast-paced customer service environment.
• Excellent verbal and written communication skills.
• Strong IT, administration and numerical skills.
• Experience managing a diverse caseload and working to targets and deadlines.
• The ability to exercise sound judgement and work independently.
• Experience supporting vulnerable customers and identifying appropriate interventions.
• GCSE English and Maths (Grade 4/C or above) or equivalent.
• Holds a valid UK driving licence and has access to a vehicle. 

If you're a confident communicator with experience in income collection, housing, customer service or debt recovery, and you're passionate about achieving positive outcomes for customers, we'd love to hear from you. 
 

Why join us?

At Peabody, our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. You’ll be part of a supportive and inclusive organisation that is focused on making a real difference to the lives of our customers and communities.

What we offer

• 30 days’ annual leave, plus bank holidays
• Flexible benefits scheme, including family-friendly options and access to a discount portal
• 4x salary life assurance
• Up to 10% pension contribution

Please read before applying:

Please note: Peabody does not offer sponsorship to work in the UK. 

This will be a Fixed Term Contract until end of August 2027

There will be frequent travel required with this role, primarily based across Hertfordshire but the locations covered may vary depending on business requirements. (Details to be discussed during interview) 

We reserve the right to close the advert early if we receive a high volume of suitable applications.

Our Assessment Process

Our fair, inclusive and transparent recruitment process involves an in-person interview on either 27th or 28th October at our Houghton Hall office. The interview will be a mix of competency and scenario-based questions, followed by a numeracy and communication focused exercise - so you’ll need to allow up to 90 minutes for the session! 

Reference 225695210