Former Tenant Arrears Officer

Job Description

Salary range: Career Grade 6 £36,693- £37,794 p.a. plus fantastic benefits and progressing toward Grade 8
Contract: Fixed Term 12 Months
Hours of work: 36 hours per week
Location: Croydon

Former Tenant Arrears Officer

Career Grade 6–8

Build your career in Housing income recovery – with a clear route to the full Grade 8 role.

This is a career-grade opportunity for someone with strong customer service, communication, organisation and debt or income-related skills who wants to develop their career in Housing.

You’ll normally join at Grade 6, managing former tenant arrears cases while developing your knowledge of social housing rent recovery, debt management and Council procedures. As you demonstrate the knowledge, competence and independence required for the full role, you can progress to Grade 8.

You’ll be doing meaningful work from the start – helping recover money owed to the Council while working with former tenants to understand their circumstances and identify realistic ways to resolve outstanding debt.

The role

You’ll manage a caseload of former tenant arrears, contacting former tenants, investigating outstanding balances and taking appropriate action to recover debt.

You’ll negotiate affordable repayment arrangements, maintain accurate case and payment records, trace former tenants where necessary and assess the most appropriate next steps based on individual circumstances and the likelihood of recovery.

As you develop, you’ll take greater responsibility for more complex cases and independently make decisions about recovery action, debt viability and cases that may need to be considered for write-off.

You’ll work with colleagues and external organisations to progress cases effectively and contribute to reducing former tenant arrears and improving collection performance.

What we’re looking for

At Grade 6, you don’t need to already be a specialist in former tenant arrears. We’re looking for someone who can demonstrate:

• good customer service and communication skills, including dealing sensitively and confidently with people about money or other difficult issues;
• experience of handling enquiries, cases, accounts, payments, debt or other work requiring accurate information and follow-through;
• the ability to gather and assess information, identify appropriate action and solve problems;
• good organisation and the ability to manage a varied workload and deadlines;
• confidence using digital systems and maintaining accurate records;
• the ability to negotiate and communicate clearly, both verbally and in writing; and
• willingness to develop knowledge of social housing rent recovery, former tenant arrears and relevant Council policies and procedures.

At Grade 8, you’ll need developed knowledge and experience of social rent recovery and bad-debt management, with the ability to independently manage a varied caseload, assess debt viability, negotiate repayment arrangements and make appropriate recommendations on recovery and write-off action.

Why join us?

You’ll have the opportunity to develop specialist Housing income and debt-recovery experience while making a direct contribution to the Council’s financial position and helping residents find appropriate ways to deal with outstanding debt.

Our benefits include an inclusive working environment, learning and career development, the Local Government Pension Scheme, up to 31 days annual leave depending on eligibility plus Bank Holidays, the option to purchase additional leave, family-friendly provisions, a 24/7 Employee Assistance Programme and flexible/agile working where compatible with service requirements.

To view the job profile please click here

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week commencing 23 November 2026

Apply early

This vacancy may close without notice if a sufficient number of applications are received. Early application is therefore encouraged.

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee an interview to disabled applicants who meet the minimum criteria for the role.

About us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.