Title:Senior Housing Income Officer
Find out if this opportunity is a good fit by reading all of the information that follows below.
Contract Type:Permanent
Salary:£33,688per annum to £37,093per annum (Regional salary), dependant on experience
Grade:7
Reporting Office:Manchester, Trafford
Agile Worker:20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date:1stMay2026
Interview Dates:W/C 4thMay 2026
Please clickherefor the role profile
(Please note that for the purposes of advertising the role is titled Senior Housing Income Officer, however at L&Q the title of this role is Senior Customer Account Lead)
Benefitsinclude: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme andmany more
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier thanstated.
*PreviousApplicants May Not Apply*
Join ourIncomeTeam at L&Q:
Our Income Team play a vital part in reducing arrears, sustainingtenanciesand maximising income. AsaSenior Housing IncomeOfficer,you will bring your experience in income collection and arrears management to a role where no two days are the same.
Youllmanage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast-paced, high-volume role where your decisions directlyimpactresidents and help reduce arrears.
If this sounds like you, we would love for you to apply!
Your impact in the role:
* Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
* Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
* Handle a high volume of inbound and outbound calls in a fast-paced contact centre, alongside written communication.
* Make confident, informed decisions to progress cases in line with L&Qs Income Collection policies and pre-court protocols.
* Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.
Whatyou'llbring:
* Experience of debt recovery and managing cases through the fullarrearslifecycle, including legal protocols.
* Strong analytical and decision-making skills, with the ability to calculate payments accurately and act decisively.
* Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
* Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
* A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.
If yourequireany reasonable adjustments at any stage during this process, including application stage, please visit our career page to reach out.
About L&Q:
Wereone of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health,happinessand security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties home, andwereproud to serve diverse communities across London, theSouth EastandNorth Westof England.
At L&Q, people are at the heart of ourbusinessand our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporatevalues and behavioural framework, which outlines our core expectations and should bedemonstratedat all times, and all levels, whenrepresentingL&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices.
We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge todemonstrateour commitment to end mental health discrimination in the workplace.Clickhereto read more. xsngvjr
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.
Clickhereto find out more about L&Q and why you should join us!