Income Recovery Officer

What we do 

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 are empowered to thrive.

What we offer 

• Competitive package – 35-hour work week with competitive, above Award pay and 17% annual leave loading

• 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 

About the role and about you 

As an Income Recovery Officer, you are customer service focused, supporting tenants to sustain their social housing tenancy by keeping on top of their rent payments and managing their debt. You work proactively with tenants who are behind in their rent payments or have accrued other debts to address the issues as soon as possible and more broadly assist tenants to link to services to support them to manage their finances and bill payments.

This role plays an important part of our early intervention approach to support vulnerable people and households to sustain their housing. You work as part of team of dedicated SGCH team members and partner organisations to with a shared purpose to improve outcome for tenants and social housing communities.

 To succeed in this role you will have a strong understanding of the NSW Residential Tenancies Act, excellent communication and influencing ability, and a passion to support the customers to sustain their tenancies.

We have (2) exciting opportunities for an Income Recovery Officer to join the Customers – Service team. Please see details on the available positions below:

• 1 x Income Recovery Officer role, contract basis to 17 September 2026. Based between our Bonnyrigg and Redfern offices, with travel to other SGCH offices as required. 
• 1 x Income Recovery Officer role, contract basis to 27 November 2026. Based at Bonnyrigg, with travel to other SGCH offices 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.

How to apply 

If this sounds like you, please click ‘Apply’ and upload your up to date CV by 9am Monday 15 June 2026.  

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. Please reach out to ****@sgch.com.au 

Essential Criteria:

• 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