Senior Income Recovery Officer

Senior Income Recovery Officer

Posted: 20/10/2026 Closing Date: 30/10/2026

Salary: $109,559.70 - $114,520.30 Job Type: Permanent - Full Time Location: Sydney, NSW Job Category: Customer Care, Income Management

About SGCH

At SGCH, we believe everyone belongs. As a leading not-for-profit community housing provider, we support over 12,000 customers across 7,000 homes in NSW and VIC. Guided by our values – We Care, We Create, We Connect – we've built an inclusive workplace where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and 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.

About the Role

As the Senior Income Recovery Officer, you will lead the day-to-day delivery of SGCH's income recovery function, supporting customers to sustain their tenancies while improving recovery outcomes and reducing arrears. Reporting to the Income Manager, you will lead a team of Income Recovery Officers and work closely with tenancy, customer support, finance, legal teams and external support services to deliver consistent, compliant and customer-centred income recovery practices.

This is a permanent role and requires travel to all SGCH office locations and portfolios as required.

Key Responsibilities

• Lead daily income recovery operations, prioritising workloads and monitoring team performance.
• Manage complex and escalated arrears matters, including repayment arrangements, legal notices and NCAT preparation.
• Monitor recovery activities, analyse performance data and provide recommendations for continuous improvement.
• Undertake quality assurance reviews to ensure compliance, accuracy and consistent decision-making.
• Build strong partnerships with internal teams and external support services to support tenancy sustainment outcomes.
• Coach and develop team members fostering collaboration, continuous learning and customer service excellence.

Essential Criteria

• Comprehensive knowledge of the NSW Residential Tenancies Act 2010, social and affordable housing rent-setting requirements, relevant SGCH policy and privacy obligations.
• Demonstrated experience applying rent arrears, debt recovery and tenancy management policies and legislation, including managing complex customer matters and preparing evidence for the NSW Civil and Administrative Tribunal.
• Demonstrated experience coordinating team workflows, coaching staff and monitoring service performance, quality and compliance in a customer-focused environment.
• Highly developed communication, negotiation, analytical and recordkeeping skills, with the ability to work respectfully with customers experiencing vulnerability and use housing management and Microsoft Office systems.
• Holds a current full NSW Drivers License.

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, inhouse 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

How to Apply

Please click 'Apply', upload your CV and answer the application questions by 9am Friday 30 October 2026.

The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the role's 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, please reach out to jobs@sgch.com.au.