Income Officer

Do you have excellent communication skills, strong negotiation abilities, and a passion for supporting customers to sustain their tenancies? We’re looking for an Income Officer to join our team and play a vital role in managing rent accounts while working closely with customers to prevent and reduce rent arrears. This role offers the opportunity to make a real difference by supporting customers to access the right advice and financial support while ensuring effective income collection.

This role is offered on a full-time basis, working 37 hours per week on a 12-month fixed-term contract. This position operates on a hybrid working arrangement, with office attendance required on Mondays and Wednesdays at our St Helens office and the remainder of the week working from home.

What you’ll be doing

• Manage a designated patch of rent accounts, ensuring rental income is collected effectively and arrears are minimised.
• Monitor accounts proactively, identifying arrears early and taking appropriate action in line with policies and procedures.
• Work directly with customers to agree sustainable repayment plans and provide support to help maintain tenancies.
• Provide guidance on welfare benefits, Universal Credit, and financial support options, signposting customers to specialist services where appropriate.
• Take appropriate action in line with the arrears recovery process, including preparing cases for legal action when necessary.
• Maintain accurate records and case notes using housing management systems to ensure clear audit trails.
• Work collaboratively with internal teams and external partners, including support services and local authorities, to support customers and maximise income recovery.
• Contribute to achieving rent collection and arrears reduction targets.
• Promote early intervention and financial inclusion, supporting customers to manage their finances and avoid escalation of debt.
• Ensure all work is carried out in line with relevant legislation, organisational policies, and best practice.

What we’re looking for

• Experience working in income management, housing, debt recovery, or a similar customer-facing role.
• Knowledge of rent arrears management and income recovery processes, ideally within social housing.
• Understanding of welfare benefits, Universal Credit, and financial inclusion support.
• Strong communication and negotiation skills with the ability to build positive relationships with customers while managing challenging situations.
• Ability to manage a busy caseload, prioritising work effectively to meet deadlines and performance targets.
• Experience maintaining accurate records and case management systems.
• A customer-focused and empathetic approach, with the ability to support vulnerable customers.
• Good organisational and problem-solving skills.
• A commitment to health and safety, equality, and excellent customer service.
• Full UK driving licence and willingness to travel as required.

Interview Process

• Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge, and skills required for the role. Interviews will be held at our St Helens Office on 15th and 16th April 2026

Additional Information

• Right to work verification

• Qualification certificate check (where applicable)

• Two completed references

• Occupational Health questionnaire – Fit for Work

• DBS check (if required for the role)

• Completion of all new starter documentation including signed terms and conditions

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.