Do you have excellent communication skills, strong negotiation abilities, and a passion for supporting customers to sustain their tenancies? We’re looking for an Income Officer to join our team and play a vital role in managing rent accounts while working closely with customers to prevent and reduce rent arrears. This role offers the opportunity to make a real difference by supporting customers to access the right advice and financial support while ensuring effective income collection.
This role is offered on a full-time basis, working 37 hours per week on a 12-month fixed-term contract. This position operates on a hybrid working arrangement, with office attendance required on Mondays and Wednesdays at our St Helens office and the remainder of the week working from home.
What you’ll be doing:
* Manage a designated patch of rent accounts, ensuring rental income is collected effectively and arrears are minimised.
* Monitor accounts proactively, identifying arrears early and taking appropriate action in line with policies and procedures.
* Work directly with customers to agree sustainable repayment plans and provide support to help maintain tenancies.
* Provide guidance on welfare benefits, Universal Credit, and financial support options, signposting customers to specialist services where appropriate.
* Take appropriate action in line with the arrears recovery process, including preparing cases for legal action when necessary.
* Maintain accurate records and case notes using housing management systems to ensure clear audit trails.
* Work collaboratively with internal teams and external partners, including support services and local authorities, to support customers and maximise income recovery.
* Contribute to achieving rent collection and arrears reduction targets.
* Promote early intervention and financial inclusion, supporting customers to manage their finances and avoid escalation of debt.
* Ensure all work is carried out in line with relevant legislation, organisational policies, and best practice.
What we’re looking for:
* Experience working in income management, housing, debt recovery, or a similar customer-facing role.
* Knowledge of rent arrears management and income recovery processes, ideally within social housing.
* Understanding of welfare benefits, Universal Credit, and financial inclusion support.
* Strong communication and negotiation skills with the ability to build positive relationships with customers while managing challenging situations.
* Ability to manage a busy caseload, prioritising work effectively to meet deadlines and performance targets.
* Experience maintaining accurate records and case management systems.
* A customer-focused and empathetic approach, with the ability to support vulnerable customers.
* Good organisational and problem-solving skills.
* A commitment to health and safety, equality, and excellent customer service.
* Full UK driving licence and willingness to travel as required.
Interview Process:
* Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge, and skills required for the role. Interviews will be held at our St Helens Office on 15th and 16th April 2026
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
*
Right to work verification
* Qualification certificate check (where applicable)
* Two completed references
* Occupational Health questionnaire – Fit for Work
* DBS check (if required for the role)
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.