Income Recovery Specialist

Vacancy: Income Recovery Specialist

Closing date: Thursday 22 October

Shortlisting: Friday 23 October

Interview date: Tuesday 27 October (if unavailable on this date, please let us know in advance)

Salary: £37,850.44

Location: SMART working / Patch-based with attendance across all areas of Hedyn's operation

About the vacancy

Join Hedyn and make a real difference to customers' lives while helping them sustain their homes. As an Income Recovery Specialist, you'll manage a portfolio of rent accounts, providing proactive support, financial guidance, and tailored repayment solutions to help prevent arrears and reduce the need for enforcement action. Working closely with residents, colleagues, and external partners, you'll balance strong income recovery performance with a compassionate, customer-focused approach. This is a varied hybrid role combining home, community, and office-based working across our operating areas.

Ideal for candidates with experience in income recovery, housing management, debt collection, customer service, or financial inclusion who enjoy building relationships, solving problems, and making a positive impact in their communities.

*A full UK driving licence is essential for this role

Specifically, in the role you will

Income Recovery & Arrears Management

• Proactively manage resident accounts to prevent and recover all arrears owed by current and former residents, maximising opportunities to negotiate positive outcomes to support our target of zero evictions.
• Negotiate and agree affordable repayment plans, ensuring sustainability for residents.
• Take timely and proportionate enforcement action where necessary, including preparation of legal documentation and representation at court, carrying out eviction only as a last resort after all other supportive measures have been exhausted.
• Use data to identify customers most at risk of getting into debt, and work with colleagues and partners to provide information, support and guidance to prevent debt from arising.
• Develop and implement arrears recovery strategies appropriate to commercial and leasehold arrangements.
• Make proportionate, commercially‑sound decisions on arrears cases in line with legislation, leases, contracts and Hedyn policy.

Lease, Contract Management & Collection of Income Across Miscellaneous Accounts

• Interpret leases, licences, and contracts to ensure charges and recovery action are compliant.
• Ensure rent, service charges, ground rent, sinking funds, and other charges are applied correctly in accordance with contractual obligations.
• Respond to challenges to charges appropriately and after thorough investigation.
• Ensure partners are invoiced correctly for management services and that invoices are subsequently paid promptly.
• Ensure recovery of income across miscellaneous accounts such as recharges and former debt.

Customer Engagement & Support

• Build positive relationships with residents, providing advice and signposting to money, energy, and welfare support services.
• Identify vulnerabilities and work collaboratively with internal teams and external agencies to sustain homes and ensure safeguarding and support needs are met.
• Use data and intelligence to identify customers at risk of arrears and intervene early.
• Work collaboratively with customers to agree sustainable repayment arrangements where appropriate.
• Liaise with Money Advice and other internal services to support income maximisation and affordability where relevant.
• Identify patterns, risks and opportunities for preventative work within the commercial portfolio.
• Deliver a customer-focused service, engaging directly with customers to understand their individual circumstances and develop affordable, sustainable repayment solutions.
• Carry out outbound contact via telephone, digital channels, letters, and home visits to maximise engagement with customers in or at risk of arrears.
• Act immediately on safeguarding concerns in line with policy.

Compliance & Risk Management

• Ensure all actions comply with housing law, pre-court protocols, regulatory standards, and Hedyn's policies.
• Maintain accurate records on digital systems, updating arrears actions and case notes promptly with a focus on confidentiality and an awareness of GDPR.
• Prepare and issue statutory notices, escalating cases appropriately for court action or enforcement in line with policy and legislation.
• Attend court hearings as required and contribute to case preparation, statements, and evidence bundles.
• Maintain safe working practices for self and others, in accordance with Hedyn's policies.

Performance & Continuous Improvement

• Achieve agreed key performance indicators for income collection, arrears reduction, and customer satisfaction.
• Monitor performance within the allocated patch, analysing income trends and arrears triggers, and taking action to achieve individual and team targets.
• Contribute to continuous service improvement initiatives, digital transformation projects, audits and process reviews.
• Identify, assess and manage business risk within the commercial income portfolio.
• Respond proactively to complaints, ensuring fair resolution and learning.

Collaboration

• Work closely with Money Matters and Housing Management teams to deliver holistic support.
• Work in direct partnership with the Money Matters service to ensure residents have access to welfare, budgeting, employment, and energy advice as needed.
• Collaborate with external stakeholders such as Housing Benefit, Department for Work and Pensions, Social Services, and Homelessness Departments to resolve issues and prevent rent arrears.
• Liaise with legal services, courts, and welfare agencies as required.

(Please refer to the attached recruitment pack for more information.)

For further information about the role, please contact recruitment@hedyn.wales

Application Process

We require an application form to be completed for every role.

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We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.

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Your Hedyn, our comprehensive benefits package

We believe Hedyn is a great place to work and it's important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

We are still at the beginning of our journey. Join us to help shape it.

Enhanced Pension Scheme:
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave:
You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.

SMART Working (dependent on role):
You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.

At Hedyn, we believe that 'work is something you do rather than somewhere you go.'

Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.

Development:
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.

We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.

If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.