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 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.
Hours
37 hours per week
Salary
£34,064 (pending pay award)
Benefits
- Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
- Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
- Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
- Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
- Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
- Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
- Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
- Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
- Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
