Job Description

Due to an internal secondment, we have an opportunity to join Cross Keys Homes Incomes Management Team in the role of

Debt Collector

, responsible for visiting CKH residents to collect rent and reduce arrears.

This is a fixed term role for 9 months - full-time role 37 hrs

Monday to Friday 0900 - 1700hrs

The post holder will require use of a suitably insured vehicle to undertake this role which currently attracts an additional car allowance.

Key Responsibilities include:

To visit households in arrears, taking payments during the visit where possible, and/or making payment agreements, in line with CKH policies and procedures. To proactively engage with residents to offer early intervention, build positive relationships and obtain information which can be used during the income management process in order to reduce arrears and maximise income. To ensure delivery of high-quality services within a pressurised environment. To ensure that Cross Keys Homes' residents are accurately informed of their rent position and the procedures the organisation follow to recover the outstanding debt. Where appropriate and following assessment of need - engage with residents to reach a realistic and affordable payment plan which is informed by an accurate financial statement. To take responsibility for timely, accurate record keeping including the updating of our internal IT system. To facilitate residents so that they receive appropriate support, by signposting to internal teams, statutory and voluntary agencies with advice on welfare benefits and other debt related issues. To actively participate in the delivery of a high quality, efficient, responsive, and professionally competent service, within the framework of Cross Keys Homes' Equal Opportunities and Customer Care policy, good practice, and the relevant legislation. To take personal responsibility for adhering to the Data Protection Act and General Data Protection Regulation to ensure that residents confidentiality is not breached.

Essential Criteria (include but are not limited to):

Experience of working in an income collection environment. A knowledge and understanding of income collection principles and processes for debt recovery. Experience of dealing with the public in person, via telephone and in writing, in challenging and sensitive situations. Experience of working with and supporting vulnerable people. Experience of working with a diverse customer base where English is not always the first language. Experience of managing own work load and appropriate delegation of tasks in an office environment. A good level of ICT skill, with experience of using Microsoft Office applications.

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.


Our dynamic approach has made us one of the region's leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we're committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we'll continue to grow our business in today's fast-paced operating environment.


There's more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.


You can find out more

about us

and the

services we offer our residents

on the CKH website.


Members of the National Housing Federation, PlaceShapers, Homes for Cambridgeshire and Peterborough, the CBI and BuildEast.