Housing Debtor Income Recovery Officer

We're looking for a proactive and resilient Housing Debtor Income Recovery Officer to join our Tenant Services team. This is a varied and rewarding role where you'll support the recovery of housing-related debts including former tenant arrears, recharges and emergency accommodation charges.

You'll play a key role in preventing homelessness, supporting residents to manage their finances and ensuring the Council's income is protected. Working closely with internal teams and external agencies, you'll deliver a balanced approach that combines support, advice and enforcement

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

You'll manage a diverse caseload of current and former tenant debt, providing both support and recovery action.

You will:

Identify and recover housing-related debts including former tenant arrears, rechargeable repairs and service charges
Trace former tenants and take appropriate recovery action in line with legislation and council procedures
Negotiate and monitor repayment plans, offering realistic and sustainable arrangements
Assist new RBC tenants by signing them up to emergency accommodation
Investigate account queries, liaising with internal departments and external agencies to resolve issues efficiently
Carry out tenancy sign-ups, explaining financial responsibilities and agreeing repayment arrangements where required
Contact customers through a range of channels (phone, email, visits) to address arrears and prevent escalation
Use systems and data (including credit referencing tools) to locate debtors and maintain accurate records
Work collaboratively with housing teams, benefits services and partners such as DWP and advice agencies
Ensure all work is completed in line with policy, legislation and customer service standards

We're looking for someone who is confident, customer-focused and able to handle challenging situations with professionalism and empathy., Experience in income recovery, housing, or a customer-facing role dealing with arrears or debt management (desirable but not essential)
A basic understanding of arrears recovery processes and relevant legislation, or the ability to learn quickly
Experience working with customers in sometimes difficult or sensitive situations
Strong negotiation skills, with the ability to agree achievable repayment arrangements
Excellent communication skills, both written and verbal
Good organisational skills and the ability to manage competing priorities and deadlines
Confidence using IT systems, including databases and spreadsheets
A proactive and solution-focused approach, with the ability to work independently and as part of a team
A strong commitment to customer service, equality and supporting diverse communities

You'll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you'll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do

Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

Be Ambitious - be demanding of our own performance - striving to be even better - and be prepared to engage with and challenge leaders in a constructive and positive way

Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you'll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years' service and 33 days after 10 years' service, with the option to buy additional leave
A wide range of flexible working opportunities
Modern working environment at the Civic Offices in the heart of Reading
Local Government Pension Scheme (LGPS)
Life Assurance - three times your annual salary (for members of the LGPS)
On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax