We are currently recruiting on behalf of a respected housing organisation for an experienced and customer-focused Income Officer to join their Customer Accounts team on a permanent basis.
This is an excellent opportunity for someone with a background in income management, rent recovery, or housing finance who enjoys working both independently and directly with customers in the community.
The role will cover the Newbury and Reading area and will involve a mixture of home working, office-based working, and customer visits.
As an Income Officer, you will be responsible for delivering an effective income collection service, supporting customers to sustain their tenancies while managing arrears and recovery processes.
You will work closely with customers to negotiate payment arrangements, provide advice around welfare benefits and financial support, and manage accounts through to legal action where required.
The role will involve home visits and occasional attendance at court hearings, so confidence in dealing with sensitive situations professionally and diplomatically is essential.
Key Responsibilities of an Income Officer:
1. Deliver a comprehensive rent and service charge collection service across the region
2. Monitor and manage customer accounts across a range of tenures
3. Negotiate payment arrangements and support sustainable repayment plans
4. Provide welfare benefits and money advice to customers
5. Manage arrears cases through the full end-to-end recovery process
6. Prepare legal documentation and court applications where necessary
7. Liaise with external agencies including local authorities and support services
8. Conduct customer home visits when required
9. Manage possession proceedings and evictions in line with policies and legislation
10. Maintain accurate records and case notes at all times
To be successful in this role, you will need:
11. Previous experience in income management, arrears recovery, or debt collection
12. Knowledge of social housing, home ownership, or the private rented sector
13. A good understanding of welfare benefits and financial support services
14. Excellent customer service and communication skills
15. The ability to manage a busy and varied caseload independently
16. Strong decision-making and problem-solving abilities
17. A professional, confidential, and diplomatic approach
18. Strong organisational skills with the ability to prioritise workload effectively
19. A full UK driving licence and access to your own vehicle (essential)
The successful candidate will benefit from an excellent package including:
20. 25 days annual leave plus bank holidays
21. Additional annual leave entitlement with service
22. Flexible benefits package including holiday buy/sell scheme
23. Additional wellbeing and volunteering days
24. Generous pension scheme
25. Life assurance
26. Enhanced family-friendly policies
27. Private healthcare options
28. Dental and critical illness cover options
29. Gym and wellbeing discounts
30. 24/7 virtual GP access
If this Income Officer role is of interest, please apply or contact