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Collections Officer

Job Description

Collections Officer (2 x Positions)
Lambeth, London
Temporary, 3 Month Initial Contract (Strong Opportunity for Temp to Perm/FTC)
Full Time, 35 hours per week
Start Date - 1 Month After Candidate Offered Position

We are seeking 2 dedicated Collections Officers to join a specialist team responsible for collecting service charges, for a local authority based in Lambeth. You will manage a large portfolio of service charge accounts, maintaining regular contact with account holders to ensure timely payments. Responsibilities include authorising payment plans, issuing statements, and recommending legal action for non-payment. You will also liaise with other teams to resolve service charge queries, ensuring all actions align with financial targets and legal standards.


  • Manage a portfolio of service charge accounts, working to targets set by the Collections Manager.
  • Monitor accounts, taking action to ensure compliance with lease obligations.
  • Authorise and review payment plans.
  • Maintain contact with account holders via letters, emails, calls, or face-to-face meetings.
  • Provide legal and statutory advice on service charges.
  • Investigate and resolve issues with the accounting process and service charges.
  • Liaise with internal teams and external bodies, including the Citizens Advice Bureau.
  • Ensure billing errors are corrected and all queries are resolved satisfactorily.
  • Handle collections processes in line with statutory legislation and council standards.
  • Maintain strict fiduciary control and audit all transactions.
  • Instruct court/recovery action and request account adjustments as needed.
  • Report performance to the Collections Manager.

Person Specification

  • Good knowledge of leasehold issues, including service charges, repairs, maintenance responsibilities, current law, and legislation.
  • Awareness of current issues and developments in council housing management.
  • Experience in leasehold management or arrears management.
  • Experience in customer-facing roles, handling queries through various channels.
  • Experience in monitoring customer feedback.
  • Proven track record of meeting performance targets and deadlines.
  • Experience liaising with resident or comparable stakeholder groups.
  • Proficiency with property management and accounting IT systems.

Core Behaviours

  • Focuses on People: Treat people fairly, listen to their needs, and provide excellent responses.
  • Takes Ownership: Be proactive, drive excellence, and engage with the organisations objectives.
  • Works Collaboratively: Develop relationships, work with colleagues and partners, and share information.
  • Communicates Effectively: Use clear and open language, listen actively, and share vital information.
  • Focuses on Results: Achieve objectives, work well with colleagues, and deliver projects on time and within budget.

If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Alex at Service Care Solutions on 01772 208 966 or send an E-Mail to