Recovery Assistant

We're looking for a Recovery Assistant to join our team. We’re looking for someone with customer service skills who with our help and support will be able to proactively contact customers from when they first go into rent arrears and avoid arrears escalating.  Support and signpost customers to maximise income through benefits and employment. Take responsibility to resolve customer queries in respect of their rent accounts and associated sub accounts. Use initiative to ensure effective contact and effective collection of monies and arrears. 

• Proactively contacting customers at the earliest stage of arrears to prevent debt from escalating and protect customer tenancies.
• Managing cases involving rent arrears, recharges, garages and other sundry debts.
• Communicating with customers through a variety of channels, providing advice, support and clear information about their accounts.
• Responding to customer enquiries professionally and efficiently, delivering a positive customer experience.
• Maintaining accurate and detailed records of all customer interactions within housing management systems.
• Supporting customers to maximise their income by signposting them to benefits, employment opportunities and specialist support services.
• Working closely with organisations such as debt advice agencies, the Department for Work and Pensions and local authorities to help customers access the right support.
• Recovering debts from former customers and helping to maximise income collection.
• Proactively managing new customer accounts and encouraging a rent-on-time culture from the start of a tenancy.
• Collaborating with colleagues across the business to ensure decisions are informed, consistent and aligned with policies and procedures.
• Contributing to team performance targets while delivering fair and supportive outcomes for customers.

For more information, be sure to take a look at the job description below.