Income Officer

Niyaa People Ltd

We are currently recruiting on behalf of a respected housing organisation for an experienced and customer-focused Income Officer to join their Customer Accounts team on a permanent basis.
This is an excellent opportunity for someone with a background in income management, rent recovery, or housing finance who enjoys working both independently and directly with customers in the community.
The role will cover the Newbury and Reading area and will involve a mixture of home working, office-based working, and customer visits.

As an Income Officer, you will be responsible for delivering an effective income collection service, supporting customers to sustain their tenancies while managing arrears and recovery processes.
You will work closely with customers to negotiate payment arrangements, provide advice around welfare benefits and financial support, and manage accounts through to legal action where required.
The role will involve home visits and occasional attendance at court hearings, so confidence in dealing with sensitive situations professionally and diplomatically is essential.

Key Responsibilities of an Income Officer:
  • Deliver a comprehensive rent and service charge collection service across the region
  • Monitor and manage customer accounts across a range of tenures
  • Negotiate payment arrangements and support sustainable repayment plans
  • Provide welfare benefits and money advice to customers
  • Manage arrears cases through the full end-to-end recovery process
  • Prepare legal documentation and court applications where necessary
  • Liaise with external agencies including local authorities and support services
  • Conduct customer home visits when required
  • Manage possession proceedings and evictions in line with policies and legislation
  • Maintain accurate records and case notes at all times
To be successful in this role, you will need:
  • Previous experience in income management, arrears recovery, or debt collection
  • Knowledge of social housing, home ownership, or the private rented sector
  • A good understanding of welfare benefits and financial support services
  • Excellent customer service and communication skills
  • The ability to manage a busy and varied caseload independently
  • Strong decision-making and problem-solving abilities
  • A professional, confidential, and diplomatic approach
  • Strong organisational skills with the ability to prioritise workload effectively
  • A full UK driving licence and access to your own vehicle (essential)
The successful candidate will benefit from an excellent package including:
  • 25 days annual leave plus bank holidays
  • Additional annual leave entitlement with service
  • Flexible benefits package including holiday buy/sell scheme
  • Additional wellbeing and volunteering days
  • Generous pension scheme
  • Life assurance
  • Enhanced family-friendly policies
  • Private healthcare options
  • Dental and critical illness cover options
  • Gym and wellbeing discounts
  • 24/7 virtual GP access
If this Income Officer role is of interest, please apply or contact (url removed)
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