Senior Officer - Income Collection and Recovery Team

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

We are looking for a dedicated income specialist to support the wider management team. You will support the wider management team, to manage and allocate workflow. You will be providing advice and guidance to assist customers in all areas relating to income collection, e.g. tenancy enforcement, arrears recover, and ensure compliance on all related policies.

You will take ownership of performance frameworks to ensure your own and wider team are being measured against KPI and ensuring quality on delivery. You will have a keen customer focus to ensure service levels are maintained.

The team work in a hybrid way and work within the Customer Hub in Coventry and from home. 

This role is part of Customer & Communities where you'll help us to lead the way keeping our promise to more than 100,000 customers.

What you'll achieve

Investigate and manage disputed debts, undertake income administration and debt recovery. 

Take ownership and management of performance in quality in own role and that of the team. Ensure policy and procedures are followed.

Ensure efficient collection of all charges and process referrals for court and enforcement action

Engage with stakeholders, supporting initiatives round financial inclusion, welfare reform and homelessness. 

Work with management team to interpret arrears, targeting resources appropriately

What you'll bring

Essential skills

Experience of Income collection, or debt management role. Including understanding of housing law, particularly in relation to debt recovery including the county court process.

Experience of writing reports, analysis of key information to make decisions.

Experience of providing advice to the public 

Willing and able to work shifts between the hours of 8am to 8pm should it be required

Ability to have constructive conversations, challenge where necessary and offer support and guidance to staff members.

Desirable skills

Experience of Resource Planning (allocation of workstreams and team activity)

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive.  For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

Online application

Interview(s)

Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check