Analyst - Arrears Recovery

Analyst - Arrears Recovery

A bit about the role...

x4 positions available

Closing date 12/12/2025

Interviews w/c 06/01/2025

Help to Buy was a Government initiative designed to help customers to buy their first home.  We have supported the purchase of more than 380,000 homes since launch the scheme was launched.  Help to Buy is one of the UK’s largest mortgage lenders, we have more than 240,000 live loans, and a balance sheet of c£17bn.

Working in a team with Amir Butt – our Senior Manager responsible for Arrears Strategy & Performance, the Analyst – Arrears Recovery will play a critical role in ensuring good customers outcomes are achieved by ensuring the arrears processes are adhered to. You will ensure all steps in managing arrears have been completed and use all available internal & external data on our customers to carry out detailed case reviews. 

The Operations & Customer Centricity team are dedicated to delivering a first-class customer service, taking an innovative and creative approach to support both our customers, and ensuring value for money. Amir believes in working in a collaborative way to foster good decision making and problem solving within their team. A key part of the role is working collaboratively with the Home Ownership operational teams and third party suppliers ensuring the best possible outcome is reached for the customer. 

This is a rare chance to shape the future of Help to Buy in a fast growing, national organisation with real social purpose. Working with key stakeholders across both Home Ownership and the wider Homes England Teams, you will ensure efficient, consistent and effective resolution of known challenges and the have the opportunity to help create improved customer outcomes.

A bit about you…

Whilst our day job is to deliver first class customer service to our stakeholders on Help to Buy, you will be used to "spinning several plates" at once and will always be looking for ways to improve.

You'll be comfortable supporting the wider Help to Buy Directorate with customer case reviews, aiming to provide information to help improve the overall quality of our arrears management processes for complex cases to ensure we follow a consistent & fair approach in managing arrears. You will balance the need for technical understanding whilst working with internal and external stakeholders to gather evidence to support decision making. 

Delivering on a mission as bold as ours isn’t always easy. You will be resilient, and your discussions will always be shaped by a good understanding of the commercial and operational impact of what we do as the Operations & Customer Centricity team. 

As an arrears management professional, you’ll be able to demonstrate how you can work with others as part of a team in a collaborative, inclusive way.

Who are we? 

Homes England : The Housing and Regeneration Agency

We believe that affordable, quality homes in well-designed places are key to improving people’s lives. As the government’s housing and regeneration agency, we create thriving new places and transform urban areas, combining the full breadth of our powers, expertise, land, capital and influence to bring investment to communities and get more homes built.

How? We form long-term partnerships that bridge the gap between the public and private sector to meet local needs and aspirations. We use our influence to champion the creation of sustainable homes, communities and places that are brilliantly designed for the people that live there now, and in the future. And we use our funding and support to build a more resilient, diverse and innovative housing sector, helping new entrants in the market, encouraging modern methods of construction and design, and promoting the utmost attention to building safety.

Together with our partners, we’re accelerating the pace of house building, remediation and regeneration across the country, as we seek to deliver ever more affordable homes in places people are proud to call home for generations to come.

What we offer... 

As well as a competitive salary and 33 days annual leave, we are committed to 50/50 hybrid working. We’ll support you, wherever possible, so that you don’t miss out on what matters to you. 

Internal applicants: please note that if you are successful, the salary you are offered will be in accordance with our pay controls and pay policy. You can find these on the recruitment pages of the intranet.

If you ever need a bit of extra help, we have a great employee assistance programme, financial wellbeing support and access to many great discounts with leading high street names. 

Our range of network groups are also there to support you to be yourself at work and play a key role in helping shape our future. 

If you are a member of a professional body, we’ll pay for your membership and once you get your digital kit, you’ll be good to go. 

Homes England are a geographically diverse community. We work to a 50/50 office/ home based model. Moving back into our office environments has enabled us to utilise our space and time together in the most collaborative way. 

We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications. 

We also encourage you to apply using the full application option as opposed to quick apply, this is especially important if you would like to indicate to us that you would like to be considered under the disability confident scheme. 

If your application is shortlisted to interview we will require you to provide proof of your right to work in the UK at this stage.