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About the Role
This is a career-grade opportunity for someone with strong customer service, communication, organisation and debt or income-related skills who wants to develop their career in Housing. You'll normally join at Grade 6, managing former tenant arrears cases while developing your knowledge of social housing rent recovery, debt management and Council procedures. As you demonstrate the knowledge, competence and independence required for the full role, you can progress to Grade 8. You’ll be doing meaningful work from the start – helping recover money owed to the Council while working with former tenants to understand their circumstances and identify realistic ways to resolve outstanding debt.
Responsibilities
- Manage a caseload of former tenant arrears, contacting former tenants, investigating outstanding balances and taking appropriate action to recover debt.
- Negotiate affordable repayment arrangements.
- Maintain accurate case and payment records.
- Trace former tenants where necessary.
- Assess the most appropriate next steps based on individual circumstances and the likelihood of recovery.
- Take greater responsibility for more complex cases.
- Independently make decisions about recovery action, debt viability and cases that may need to be considered for write-off.
- Work with colleagues and external organisations to progress cases effectively.
- Contribute to reducing former tenant arrears and improving collection performance.
Requirements
- Good customer service and communication skills, including dealing sensitively and confidently with people about money or other difficult issues.
- Experience of handling enquiries, cases, accounts, payments, debt or other work requiring accurate information and follow-through.
- Ability to gather and assess information, identify appropriate action and solve problems.
- Good organisation and the ability to manage a varied workload and deadlines.
- Confidence using digital systems and maintaining accurate records.
- Ability to negotiate and communicate clearly, both verbally and in writing.
- Willingness to develop knowledge of social housing rent recovery, former tenant arrears and relevant Council policies and procedures.
- Developed knowledge and experience of social rent recovery and bad-debt management (at Grade 8).
- Ability to independently manage a varied caseload, assess debt viability, negotiate repayment arrangements and make appropriate recommendations on recovery and write-off action (at Grade 8).
Skills
- Customer service
- Communication
- Organisation
- Debt management
- Income recovery
- Negotiation
- Digital systems
- Record keeping
Location
- Croydon
Work Type
- Fixed Term
- 36 hours per week
- Flexible/agile working
Experience Level
- Career Grade 6-8
Salary/Compensations
- Career Grade 6 £36,693- £37,794 p.a. plus fantastic benefits and progressing toward Grade 8
Benefits
- Inclusive working environment
- Learning and career development
- Local Government Pension Scheme
- Up to 31 days annual leave depending on eligibility plus Bank Holidays
- Option to purchase additional leave
- Family-friendly provisions
- 24/7 Employee Assistance Programme
About the Company
- Croydon Council balances its books, listens to residents, and delivers good sustainable services.
- Croydon Council's priorities include getting finances under control, listening to residents, strengthening collaboration, ensuring good governance, and developing the workforce.
- Key business plan outcomes include Croydon being a place of opportunity, children thriving, a cleaner/safer/healthier borough, people leading healthier lives, and new ways of working.
Equal Opportunity
- Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
- Guaranteed interview for disabled applicants who meet the minimum criteria.
- Subject to business needs, applications from candidates seeking flexible working arrangements will be considered.
- Support hybrid working.
- Committed to safeguarding and promoting the welfare of children and vulnerable adults.
- Successful candidate will be subject to a DBS check if the role requires one.