Income Officer – Make a Real Impact to our communities as an Income Officer
Location: Boston | Contract: Full time | Salary: 31,914
We’re looking for multiple Income Officers, who will help us maximise rental income while making a difference in our customers’ lives.
In this role, you’ll take responsibility for the effective collection of rent, service charges, and other debts, ensuring financial stability for the organisation. At the same time, you’ll support customers to sustain their homes by providing practical advice, managing arrears, and working closely with colleagues and external partners to deliver positive outcomes.
What are we looking for in an income officer?
First and foremost, we’re looking for someone who truly embodies our values. You’ll earn trust through openness and accountability, show respect for both customers and colleagues, and work collaboratively with partners to achieve the best outcomes.
Most importantly, you’ll have the empathy to step into others’ shoes, understanding situations from their perspective to deliver solutions that make a real difference.
It would be great if you had:
* Proven experience working in social housing or the public sector.
* A customer-focused approach with excellent customer service skills.
* Confident decision-making within a supportive framework, with the ability to adapt to changing situations.
* Strong negotiation and influencing skills
* Ability to build rapport and support people in stressful or complex circumstances.
* Exceptional communication and negotiation skills, particularly when managing conflict.
* Experience in external partnership working
* Ability to drive and have access to a vehicle.
It would be even better if you had:
* Experience in housing and/or customer service roles.
* Strong knowledge of income collection and arrears recovery procedures, including compliance with legislation and best practice.
* Practical experience applying income recovery procedures.
* A genuine desire to develop and progress through training and personal development.
* Experience supporting vulnerable tenants, including those with disabilities or mental health needs.
* Knowledge of legal arrears recovery processes, such as Notices of Seeking Possession (NOSP) and possession hearings.
What does a typical week as an Income Officer look like?
As an Income Officer, you’ll be at the heart of helping our customers pay their rent.
As you may imagine, this isn’t always easy, and requires empathy, strong effective communication skills and bags of resilience, a typical week could look as follows:
* Start the week by reviewing your caseload, prioritising accounts in arrears, and making early interventions to prevent escalation.
* Engage with customers through calls, emails, SMS, letters, and home visits to agree realistic repayment plans tailored to individual circumstances.
* Promote payment solutions such as Direct Debit and process Third Party Deductions or Alternative Payment Arrangements where needed.
* Attending team meetings, collaborating with Neighbourhood Officers and Tenancy Coaches, and representing LHP at community events or multi-agency meetings.
* Monitor payment plans, follow up on missed payments, and ensure all pre-action requirements are met.
* Manage the Suspense account, allocate payments correctly, and provide landlord references.
* Updating accurate case records, ensuring compliance with housing law and GDPR, and contributing to service improvements.
* Occasionally, you may work outside normal hours to support customers and prevent tenancy breakdowns.
Why Join LHP?
At Lincolnshire Housing Partnership, we’re more than a housing provider—we’re a team with a purpose: to make a difference to people by providing homes and supporting communities that improve lives.
Aswell as an excellent salary of £31,941, you'll receive a whole bunch of benefits, including:
* An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield Health
* Great family leave and maternity policies enhancing colleague well-being and retention
* Discounted shopping vouchers through Westfield Health Rewards
* A superb employer salary sacrifices pension scheme with up to 12% paid by LHP
* 24 holiday days a year (plus bank holidays) which will increase by 1 day per year for the first five years of service
* The ability to earn additional holiday days through full attendance and a buy/sell annual leave scheme
* Mental Health First Aiders across the business, let’s be there for each other!
How to apply.
If you are ready to help us create places to be proud of? Apply today on our website
Submit an updated CV and answer our application questions