Recovery & Enforcement Lead

Recovery & Enforcement Lead
Permanent, Full-Time
35 hours per week
Agile (20-40% office-based; 3-4 days remote)
West Ham Lane, London OR Old Trafford, Manchester

• £32,881 per annum (London-based)

• £28,886 per annum (Outside London)

About the Role
We're looking for a motivated and compassionate Recovery & Enforcement Lead to join our Income Management team. This is a key opportunity to support residents while working to reduce arrears and minimize bad debt across a diverse portfolio. You will be responsible for managing your own accounts, independently handling legal proceedings, and collaborating across departments to secure sustainable and customer-focused solutions.

Your Key Responsibilities Will Include:

• Delivering a proactive income recovery and enforcement service to reduce arrears.

• Managing cases from post-court application through to eviction, balancing quality and pace.

• Supporting customers by signposting to relevant welfare, money management, or employment services.

• Preparing legal documentation and representing the organization during legal processes, including in court when required.

• Collaborating with colleagues across departments to ensure cohesive, holistic account management.

• Keeping detailed, accurate records of all customer interactions and outcomes.

• Helping to maintain compliance, mitigate risk, and contribute to policy improvements.

What You'll Bring:

• Proven experience in income recovery and debt enforcement, including court processes.

• A strong customer service ethos with experience supporting people in difficult circumstances.

• Sound understanding of welfare benefits and social housing policies.

• Excellent time management and the ability to work under pressure.

• Strong interpersonal skills: listening, influencing, and resolving conflict.

• A resilient, empathetic approach with a drive to deliver impactful outcomes.

What You'll Gain:

• Generous annual leave (starting at 28 days and increasing with service).

• A competitive pension scheme with double contribution (up to 6%).

• Health cash plan and access to wellbeing offers.

• Life assurance, employee assistance programme, and recognition bonuses.

• Opportunities for volunteering (up to 21 hours/year).

• A strong commitment to learning, development, and flexible working.

• Access to employee networks supporting inclusion, diversity, and empowerment.

Ready to Make a Difference?
This is more than a job-it's a chance to be part of an organisation that combines commercial drive with social purpose, aiming to create communities people are proud to call home. If you're passionate about delivering excellent customer outcomes and driving down arrears in a collaborative environment, we'd love to hear from you.