Income Recovery Officer in Sydney

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do. As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter. Join us in creating sustainable, connected communities where everyone feels a sense of belonging and is empowered to thrive.

What we offer:

• Competitive package – 35-hour work week with competitive and above Award pay
• NFP salary packaging – Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment – Real opportunities to grow your career with a focus on internal promotions, in-house learning and development and study assistance support
• Health and wellbeing benefits – Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
• Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
• Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

About the role and about you:

As the Income Recovery Officer, you will work proactively with tenants to support sustainable tenancies by managing rent and utility arrears, facilitating payment arrangements and connecting customers with support services. Reporting to the Senior Income Recovery Officer, you will work closely with customers, tenancy teams, community services, government agencies and NCAT to achieve positive housing and recovery outcomes.

To succeed in this role, you will have strong customer service and negotiation skills, sound knowledge of tenancy legislation and debt recovery practices, and the ability to engage effectively with diverse and vulnerable customers. You will bring empathy, sound judgement and a customer-centred approach, working collaboratively with customers to maintain stable and successful tenancies. This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties:

• Provide proactive customer service to support tenancy sustainment and timely rent collection.
• Educate tenants on payment obligations under the NSW Residential Tenancies Act 2010.
• Collaborate with internal teams and external partners to support tenants and manage debts/NCAT matters.
• Maintain accurate, compliant records to track income recovery and performance.
• Share insights and continuously improve income recovery strategies.
• Foster respectful, responsive, and customer-focused team interactions.
• Identify and drive process improvements and innovative solutions.

The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment. Please note we may establish a Talent Pool from this process. If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected.

Requirements:

• Strong knowledge of the NSW Residential Tenancies Act 2010.
• A current NSW Driver's Licence and willingness and ability to travel regularly to SGCH region sites and offices.
• Sound experience working in a challenging community focused customer service environment and of serving customers from diverse and vulnerable backgrounds.
• Demonstrated skills in customer service, negotiation, organisational and time management, prioritising and planning, communication and digital literacy.
• Ability to work with a business acumen and a social heart with self-motivation, compassion and resilience to manage competing priorities, deadlines and multiple stakeholders, to continuously improve, and deliver the best outcomes for the business and customers.