Arrears Officer

Overview

Location:

Camberley/Peterborough/Bradford/Stockton/Burnley. Hybrid with travel to attend hearings and for team meetings as required.

Salary: £32,145 per annum

Permanent, 35 hours per week, Monday – Friday 9am-5pm.

Thousands of families across the country rely on us for a safe, affordable home. And as the housing crisis deepens, the work we do has never been more important. It’s this belief - that everyone deserves a place to call home - that drives everything we do. Together, we find new ways to understand and champion our customers, support them and drive positive change.

For a career that means more and makes a meaningful impact on society, this is the place to be.

Income & Arrears Officer — you’ll be the dedicated point of contact for leaseholders and homeowners experiencing financial difficulties or arrears. You’ll guide customers through challenging moments with empathy and commercial awareness, ensuring income is effectively recovered.

• Handle complex, varied work within the contractual world of leases and transfers while tackling arrears with confidence.
• Support customers to overcome financial challenges and sustain their homes.
• Manage your own portfolio, make informed decisions, and tailor solutions to meet customer needs.
• Collaborate with internal teams, external partners, and customers toward common goals.
• Protect organisational income while understanding the real-life impact on customers, balancing commercial and compassionate considerations.

• Previous experience in income collection or account management, with a focus on customer service.
• Ability to meet targets while providing empathetic support to customers facing financial difficulties.
• Strong communication and interpersonal skills, with experience collaborating with external partners, including statutory bodies and third-sector organisations.
• Knowledge of lease agreements and relevant regulations related to income recovery.
• Excellent organisational skills, with the ability to prioritise tasks in a high-volume, fast-paced environment.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Full UK driving licence and access to a vehicle for business use.

We want your candidate experience to reflect who we are. Stage 1: A Place to Connect — a call with the hiring manager to learn about the role and your experience. Planned date: 12 March via Teams. Stage 2: A Place to Show Your Strengths — a role-related assessment and behavioural interview focused on real-life situations. You’ll be asked to complete a Customer Service Questionnaire in advance.

Planned date: 20 March at our Bradford or Peterborough office. We aim to make the process clear, supportive and valuable at every step.

• Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
• Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a volunteering day.
• Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform.
• Future-focused benefits – Access to Defined Contribution and Defined Benefit pension schemes via salary sacrifice, plus life assurance at three times salary.
• Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
• Career development – Training, leadership programs, apprenticeships, and more.

We’re committed to inclusion and creating a place where everyone feels valued, respected, and able to thrive. If you need reasonable adjustments at any stage, please let us know. This isn’t just a workplace – it’s a place to belong.

Please note:

current eligibility to live and work in the UK is required; sponsorship is not available for this role. Recruitment agencies: we work with partners on our PSL and do not accept unsolicited CVs.