We’re looking for a professional, organised and customer-focused Debt Recovery Officer to provide an efficient debt recovery service, helping maximise the collection of rental and other housing-related debts while supporting positive outcomes for customers.

This is a varied role within our Housing Management team, working proactively with current and former tenants, customers, colleagues and external agencies to recover outstanding debt, minimise financial loss to the Association and ensure all recovery activity is carried out in line with our policies, procedures and relevant legislation.

You’ll respond to debt recovery enquiries in a professional, empathetic and customer-focused way, negotiate realistic repayment plans, prepare reports and write-off recommendations, and contribute to continuous improvement across our debt recovery processes.

About Us

We’re a small organisation that makes a big impact in the communities where our tenants live. At Almond, we focus on what WORKS for our customers and colleagues. Our values are:

• Work together
• Open to change
• Respect
• Kindness
• Social

If you’re someone who communicates well, can negotiate sensitively and confidently, keeps accurate records and shares our values, we’d love to hear from you.

What You’ll Be Doing

• Maximising the collection of rental and other housing-related debts through a professional and effective debt recovery service
• Working proactively with current and former tenants, customers, solicitors and external debt recovery agencies to recover outstanding debt
• Responding to customer enquiries in a professional, empathetic and customer-focused manner, including agreeing realistic repayment plans where appropriate
• Preparing reports, statistical information and write-off recommendations as required
• Maintaining accurate records and ensuring all debt recovery activity complies with relevant legislation, regulatory requirements and Association policies and procedures
• Contributing to continuous improvement of debt recovery processes and service delivery

What We’re Looking For

• Experience of debt recovery, income collection or credit control
• Demonstrable experience of applying policies and interpreting guidelines, with knowledge of confidentiality and data protection requirements
• Excellent communication and negotiation skills, with the ability to deal sensitively with difficult situations
• Ability to manage a varied workload, work under pressure, prioritise effectively and meet deadlines
• Good IT skills, including experience of housing management or finance systems, and the ability to maintain accurate records and produce reports
• Knowledge of housing legislation, debt recovery procedures, external debt recovery agencies and legal processes would be desirable

Why Join Us

• You’ll play an important role in supporting the Association’s financial wellbeing by recovering rental and housing-related debt
• You’ll work closely with customers, colleagues, solicitors and external agencies to achieve fair and practical outcomes
• You’ll join a values-led organisation committed to collaboration, respect, kindness and continuous improvement
• You’ll help deliver services that make a direct difference to customers, communities and the sustainability of our homes
• What We Offer
• Salary: £39,921per annum FTE
• Working hours: 21 hours over three days
• Hybrid working: Office based with some flexibility.
• Office location: Livingston
• A varied customer-focused role supporting debt recovery, income collection, reporting and continuous service improvement
• The opportunity to work collaboratively with customers, colleagues, solicitors and external debt recovery agencies
• A rewarding role helping minimise financial loss, support customers and contribute to strong communities and excellent customer service

Benefits include:

• Excellent work/life balance culture

• Access to online health and wellbeing services

• Contribution towards gym membership

• Pension scheme from day one with a 10% employer contribution