Pay: £27,000.00 per year Job Description: We are seeking a motivated team player to join us and assist in managing our rent accounts while minimising arrears. You should be both customer-focused and target-driven, with an understanding of the challenges our customers may face. This role is for 37 hours per week, Monday to Friday. As household bills rise and salaries lag behind the increasing cost of living, many people are struggling to cover essential expenses. Nevertheless, securing our rental income is crucial to maintaining our customers' homes and delivering services that meet their expectations. Our new Income Management Coordinator will be responsible for overseeing the accounts of our customers, ensuring appropriate actions are taken when necessary. You must be capable of handling difficult conversations with genuine empathy, recognizing that some customers may be struggling to pay due to circumstances beyond their control. In these situations, you'll need to assess their circumstances, identify potential support, explore ways to maximise their income, and ultimately help them meet their rent obligations. This role requires resilience, as you will often work with our most vulnerable, disengaged, and demanding customers. You will have good awareness of housing legislation, and excellent IT skills, including Excel, Outlook and CRM systems. This role is subject to a basic DBS check, you will need to hold a full driving licence and have access to a vehicle for this role. Please use the covering letter as an opportunity to show us how you meet the competencies and skills required for this role and anything you think highlights how you are a good fit for Coastline. About Coastline Coastline Housing is a charitable social landlord serving Cornwall. Winners in the Third Sector category at the Cornwall Business Awards and one of the fastest growing landlords in the country, we are proud to be a key provider of housing and support in Cornwall. That includes social housing for thousands of people across Cornwall, plus shared ownership and rent to buy homes to help people get a home of their own. Our Extra Care scheme in Redruth houses many older people, and our services for anyone experiencing homelessness help hundreds each year who are rough sleeping. Coastline offers a fantastic benefits package, which includes the following: Enhanced holiday of 33 days including bank holidays (prorated for part-time roles) A healthcare cashback scheme A high street discount scheme A Cycle to Work Scheme The option to purchase additional annual leave A free Headspace Wellbeing mobile app Pension contributions of up to 8.3% Vaccinations, flu jabs and prescriptions through the company A baby bonus We also offer trained mental health first aiders and wellbeing champion groups; continuous training and development; family-friendly socials, such as barbecues, picnics and fundraising events; and employer-supported charity and volunteer days. Please note we may opt to close this vacancy earlier if we have a large response to the advert, so we would encourage you to get any application in as swiftly as possible to avoid disappointment. Anticipated closing date: 16 November 2025 Anticipated interview date: 27 November 2025 LIDNI Job Types: Full-time, Permanent Benefits: Additional leave Company events Company pension Cycle to work scheme Health & wellbeing programme On-site parking Sick pay Store discount Work from home Work Location: In person