Job Advert As an Income Management Officer, no two days are the same. From working face‑to‑face with customers in their homes to representing the organisation at court, you’ll be at the heart of supporting people to sustain their tenancies while protecting vital income. You’ll build trusted relationships, understand complex and changing circumstances, and work collaboratively with partners, local authorities to put the right solutions in place. This is a role that balances empathy with enforcement, problem‑solving with compliance, and challenge with support — giving you the opportunity to make a real, lasting difference for our customers and our communities every single day As an Income Management Officer, a typical day might include: * Reviewing our customers’ accounts to see what action is required and responding to queries. * Contacting customers to understand their financial position - discussing their rent accounts and arranging payments, this includes face to face in our customers homes and many other methods. * Liaising with partners, stakeholders and wider internal teams to put in place solutions and support for our customers, including reporting safeguarding concerns and property condition. * Liaising with local authorities and the DWP to support our customers and gaining grants and funding to assist with reducing arrears and maximising income. * Supporting customers when their situation or benefit status changes, to ensure their home is secure and they understand what needs to be done * Representing us in court on a possession hearing at various locations and sometimes at short notice, this may include having to liaise with solicitors, representatives of a mortgage company and other legal experts. You may need to challenge the solution being presented so keeping up to date with relevant legislation is a must. * Preparing and serving legal documentation for court hearings and evictions, adhering compliance with the Pre Action Protocol for Possession Claims by Social Landlords and by using the relevant methods for submitting court applications and liaising with the Court Bailiffs and other court representatives. * Representing us at evictions and taking control of the property. Following the correct policies and procedures to ensure the asset is maintained and secured. * Completing electronic records (we’re going paperless) to ensure we are compliant from an audit perspective including setting up direct debits and ensuring we are compliant with the direct debit guarantee, updating our landlord portal for the DWP, responding to web messages from the MyAcis portal, processing rent refunds and recording conversations on our CRM. * Supporting or giving training to others within the team and to internal teams. The must haves: * The ability to persuade customers, stakeholders, and even internal teams. You’ll be constantly balancing support and targets, so its essential you have the skills to persuade people. * You’ll be able to adapt. The team constantly changes its approach for rent collection dependant on our priorities, the external environment and the customers situation – so you need to be comfortable that no two days will be the same. * A results focus. The team is target driven, and setting and achieving targets needs to be what energises you, the team are responsible for an excess of £32 million income. * Flexibility to be where are customers are – and when they need us. * Experience of income recovery or credit control processes, procedures and regulations is a must. * A customer first attitude. Whilst our role is to ensure we collect income owed to us, we do this with our customers in mind every step of the way. * Decision making, processes and the customer service we offer needs to be best in class. * Experience of managing direct relationships with customers under challenging circumstances, this may include conflict management in our customers homes, face to face or via the phone. * Experience of liaising with others, whether that’s internally or with wider stakeholders such as DWP, to resolve payment queries, maximise income and minimise arrears. * The ability to see the bigger picture for each and every customer whilst still achieving individual goals and taking a firm but fair approach. * Strong numeracy skills and an ability to analyse and interpret data. * Good all-round IT skills. * Resilience. Working in social housing is a challenging but rewarding career, you’ll be helping to bring real change to our customer’s lives. Being part of the Acis team, you’ll get: * Generous holiday entitlement – 25 days annual leave rising by 1 per year to a max of 30 plus bank holidays (pro rata) * Pension contributions up to 10% * The opportunity to undertake professional training, funded by us. * One days paid leave a year for volunteering work (in addition to your Annual leave entitlement) * Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more * Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more! * Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers * Long service awards for our loyal employees * Cycle to work scheme * Employee Assistance Programme to give you confidential advice and support, when you need it * Professional membership subscription to support your continuous professional development * Death in service benefit as part of our pension scheme As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application. Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we’re happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need