Housing Officer (Income)

Scottish Federation of Housing Associations; Glasgow; Hybrid; GBP 48,000 - 51,000; Full time

Job summary

Cairn Housing Association is seeking a Housing Officer (Income) to manage rent arrears, tenant income and debt recovery across Scotland. You will deliver a high standard of housing management, support benefit advice, and ensure compliance with policies while providing excellent customer service.

The role reports to the Income Manager and involves coordinating multi-agency efforts, data reporting, and developing the team to sustain tenancies and income.

Responsibilities

• Deliver housing management services to meet KPI and legislative requirements.
• Lead rent arrears and allocation actions per policies and procedures.
• Coordinate strategic projects and action plans to support organisational success.
• Attend multi-agency meetings to liaise with partners for complex cases.
• Provide excellent customer service within policy and with diverse customers.
• Perform data management for accurate reporting and monitoring.
• Manage and develop direct reports with risk assessments.
• Build partnerships and enforce legal actions when required.
• Support colleagues and assist in training new staff.
• Respond to customer inquiries and assist with complaints.

Skills

Income management

Debt recovery

Customer service

Data reporting

Team leadership

Policy compliance

Job description

At Cairn Housing Association, we’re passionate about creating great homes, delivering great services and offering great opportunities for our people.

We are currently recruiting for a Housing Officer (Income) to join our team as part of our ongoing commitment to landlord health and safety compliance for our tenants and residents in over 5000 homes across Scotland.

Reporting to the Income Manager, you will provide an excellent Income Management Service to our tenants and customers. You will also help to deliver a housing management service including debt recovery & enforcement action to maximise income and sustain tenancies. In addition, you will advise & support customers with issues surrounding benefit & welfare entitlement.

Key Responsibilities – What You’ll Do:

• The role is responsible for the delivery of housing management services to meet our agreed KPI’s, SLA’s and legislative requirements.
• Lead & deliver all actions relating to rent arrears/allocation in line with our policies and procedures to deliver an effective housing management service and preserving our income.
• Assist and coordinate strategic projects which support organisational success and future proofing through the delivery of Strategic Action Plans.
• Organise, attend and chair if necessary multi-agency meetings to liaise with other partners and professionals for the effective partnership management of complex, high community risk or sensitive cases as required.
• Deliver an excellent day to day service to provide exceptional & consistent customer service within relevant policy & procedures by communicating effectively with a wide range of individuals with varying needs.
• Perform effective data management to enable accurate reporting and monitoring.
• Manage, develop, motivate and carry out Risk Assessments for direct reports to provide an excellent service suited to current and future organisational needs.
• Build and maintain relationships through partnership working internally and externally to deliver a one team approach. Lead on and enforce legal action in order to comply with our policies and procedures.
• Support colleagues and manage multiple direct reports and contribute towards training new staff to assist with developing the team.
• Resolve customer issues and queries and apply creative thinking to identify personalised solutions to the satisfaction of customers.
• Respond to customer contacts, including investigating and responding to 1st stage complaints and assisting with responses to 2nd stage complaints to provide a high level of customer service.
• Contribute to, influence and implement the development of policy and procedures to ensure legislation is followed.
• Monitor budget spend in line with Line Management delegated authority to ensure plans do not exceed allowed expenditure.
• Pursue former tenant debt and recovery of re-chargeable repairs

It is anticipated that interviews will take place on 17th and 18th September 2026.

Closing date for applications

Thursday 3rd September 2026, 12:00

Full salary & employment details

34.5 hours per week.
The salary for this post is £48,425 per annum, rising to £50,974 per annum on successful completion of probationary period

Job Type

Full Time

Contact name:HR Team

Email address:[e-mail]