Income Officer Full Time NEW

This role focuses on managing rent payments and reducing arrears for tenants. You’ll regularly contact residents, understand their financial situations, and help them find solutions such as payment plans or benefit support. At the same time, you’ll take firm action when needed, including legal steps, to recover unpaid rent. The job also involves working closely with internal teams and external agencies, while keeping accurate records and ensuring a high standard of customer service.

Key Responsibilities:

• Manage and collect rent/accommodation charges from tenants
• Monitor rent accounts and follow up on arrears promptly
• Contact tenants via phone, email, letters, or home visits
• Support tenants in resolving financial issues and making benefit claims
• Set up and manage repayment plans to reduce arrears
• Initiate legal action where required (notices, court proceedings, evictions)
• Work closely with legal teams, welfare services, and external agencies
• Maintain accurate records of all transactions, communications, and actions
• Handle refunds, overpayments, and write-offs where applicable
• Prepare reports and track performance against income collection targets

Essential Skills:

• Knowledge of housing, rent arrears, and welfare/benefits systems
• Strong communication skills (written and verbal)
• Ability to negotiate and handle difficult conversations confidently
• Good problem-solving and decision-making ability
• Strong organisational skills and ability to manage workload independently
• Experience working in a financial or income collection environment
• Ability to work with sensitive customers in stressful situations
• High attention to detail and accuracy in record-keeping
• Proficiency in IT systems, including finance and reporting tools
• Ability to build relationships with stakeholders and external partners