(Role Profile - please note that for advertising purposes the role is known as Housing Income Officer but within the business the role is known as Customer Account Lead)
Benefits include: 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 and many more ...
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated .
Join our Income Management Team at L&Q
This is an exciting time to join us. At L&Q, we're reshaping how we deliver services and our Income Management Team is key to this transformation and as a Housing Income Officer you'll be right at the centre of it.
You'll take ownership of a portfolio of accounts, working proactively to reduce arrears and maximise income. This is a fast-paced, contact role where you'll be speaking with residents daily, negotiating repayment plans, and making confident decisions to progress cases.
It's also a role where legal action is sometimes necessary, and you'll play an active part in preparing and referring cases for court, and attending hearings when required .
If this sounds like you, we would love for you to apply!
Your impact in the role:
Managing your own portfolio of accounts, reducing arrears and minimising bad debt .
Negotiating and agreeing repayment plans with residents, in line with policies and pre-court protocols.
Supporting residents to maximise their income, including signposting to welfare, employment and money advice services.
Attending court hearings when required
Handling inbound and outbound calls in a high-volume environment.
Taking appropriate action to recover debt, including serving notices and playing an active part in preparing court applications when required .
What you'll bring:
Proven experience in customer service in a fast-paced, challenging environment.
A strong background in debt recovery, arrears management, or income collection.
Understanding of welfare benefits and how they impact residents.
Excellent listening, influencing, and negotiation skills.
The ability to stay calm and resilient in difficult conversations.
Strong organisational skills, with the ability to prioritise and meet deadlines.
Confidence in making sound, independent decisions.
If you require any reasonable adjustments at any stage during this process, including application stage, please email
About L&Q:
We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.
At L&Q, people are at the heart of our business and 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 corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&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 to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.
Click here to find out more about L&Q and why you should join us!
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