• An exciting opportunity has arisen for a dedicated and proactive Income Collection and Dispute Resolution Officer to join a busy Housing and Leasehold Services team.

• The successful candidate will be responsible for ensuring the recovery of service charge income, handling debt recovery cases, managing disputes with leaseholders, and supporting financial wellbeing through benefit and debt advice referrals.

• This role is suited to individuals with experience in income recovery, leasehold management, and customer service within a housing environment.

• Maximise recovery of service charge income, including managing arrears and outstanding debts in line with internal procedures.

• Prepare and submit online claims via HM Courts & Tribunals Service (HMCTS) and monitor progress through to enforcement.

• Assess cases for potential enforcement action and liaise with legal teams accordingly, including court attendance where required.

• Provide advice to leaseholders on available financial assistance, including basic benefit information and referrals to external debt advice agencies.

• Deliver end-to-end dispute resolution, collaborating with internal departments and directly with leaseholders to resolve issues and secure income.

• Respond to leaseholder queries related to charges and debts in a timely and effective manner.

• Administer suspense accounts, ensuring correct allocation of payments and supporting reconciliation of service charge accounts.

• Process refunds from leaseholder accounts in accordance with internal financial procedures.

• Demonstrable experience in service charge and income recovery within a housing or leasehold environment.

• Strong working knowledge of major works recovery processes.

• Experience engaging directly with leaseholders and the public, offering clear advice on complex financial and legal matters.

• Familiarity with submitting debt cases through online money judgement systems.

• Excellent verbal and written communication skills, with the ability to manage sensitive discussions and maintain professionalism.

• High level of numeracy and accuracy for calculating service charges and interpreting financial data.

• Ability to manage workloads independently and collaboratively, prioritising effectively to meet tight deadlines and income targets.

• Previous experience managing leasehold properties in the public sector.

• Basic understanding of Leasehold Law, particularly in relation to Right to Buy leaseholders.

• The closing date: 23/09/2025 @9:00 AM.

• Hours: 36 hours per week (Full-time).

• Location: Office-based with some hybrid potential – South Mall, North London.