Former Tenant Arrears Officer

We're looking for an experienced Former Tenant Arrears Officer who thrives in a fast-paced environment. This role is about managing former tenancy debt related to council tax, working proactively with external partners, and ensuring financial compliance across our accounts. The ideal candidate will be tenacious with a keen eye for detail, with the ability to show empathy and approach tenants with compassion and understanding to agree on realistic, sustainable repayment plans, while maintaining a critical approach to help maximise income recovery. You'll help maximise income and streamline our debt management processes. Your day-to-day responsibilities will include: Locate and contact former tenants using a variety of methods to negotiate affordable repayment arrangements. Maximise former tenancy income by liaising with external partners and agencies. Prepare write-off requests and process credit refunds in line with the Former Tenancy Procedure. Investigate large credit balances to ensure compliance with money laundering regulations. Manage sundry debt accounts—such as garages, rechargeable repairs, and court cost accounts—by negotiating affordable repayments. Support the Council Tax Officer with the administration and verification of council tax invoices. Join us and you'll play a key role in helping us drive financial efficiency, making a genuine impact on our organisation and our tenants' lives. Our Ideal Candidate? Your CV and cover letter will demonstrate the following: Knowledge of payment systems and Microsoft Excel, as well as experience managing financial transactions. Proven case management experience with sharp attention to detail and a track record of resolving council tax related queries and administration. Excellent communication skills, with experience of gathering, analysing and verifying information from various internal and external parties to form effective resolutions. Strong customer service background, with a focus on professional problem-solving and managing customer and stakeholder expectations. Who is Midland Heart? We're one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you'll find a supportive and rewarding workplace where great people thrive. We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times). Interested? Scroll down below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Cover Letter, showing us that you have what it takes to make a success of the role! Please note, we're unable to accept applications without a Cover Letter for this role. We reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received. We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.