Income & Admin Officer

Riverside-12e5e24d; Cambridge; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

25 days holidays

Flexible working

Learning opportunities

Tech benefits

Job summary

Riverside is seeking an Income and Administration Officer to manage rent accounts and support tenancy sustainment across our housing services in Cambridge and other sites. The role combines customer income recovery with administration, requiring empathy and accuracy.

You will handle rent statements, set up payment plans, liaise with tenants and internal teams, and progress arrears with compliant processes while contributing to performance targets and ensuring digital records are up to date.

Qualifications

• Experience in rent collection, arrears management, debt recovery, or income management.
• Experience in housing, social housing, local authority or customer account management environments.
• Ability to manage sensitive conversations and negotiate positive outcomes.
• Experience working toward performance targets and achieving results.
• Experience handling customer accounts, payment plans or debt recovery processes.
• Maintaining accurate records and working with digital systems.

Responsibilities

• Manage rent and service charge accounts across a portfolio of properties.
• Work directly with customers to agree repayment arrangements, including home visits as required.
• Monitor arrears and take timely action to recover debt.
• Support customers to understand tenancy obligations and payment responsibilities.
• Promote available payment methods and encourage sustainable payment habits.
• Collaborate with colleagues to identify and resolve income-related issues early.
• Produce rent statements, maintain records and complete income-related administration.
• Support legal and enforcement processes where appropriate, including court attendance.

Skills

Rent collection

Arrears management

Debt recovery

Income management

Housing environment knowledge

Customer accounts

Performance targets

Digital records

Job description

Job Title: Income and Administration Officer
Contract Type: Permanent
Salary: £28,031.56 per annum
Working Hours: Full Time – 37.5 Hours
Working Pattern: Monday to Friday - 8am to 4pm / 9am to 5pm / with flexibility between 7am - 7pm
Location: Cambridge, Cambridge
Bedford, Bedfordshire
Ipswich, Suffolk
Watford, Hertfordshire

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as an Income and Administration Officer

You would make a real difference by helping people sustain their tenancies and manage their rent accounts. At Riverside, we’re looking for an Income and Administration Officer to play a vital role in helping customers maintain successful tenancies while maximising rental income across our services. This is a rewarding role for someone with experience in rent collection, arrears management, debt recovery, income management or housing-related customer services who enjoys building positive relationships, having supportive but sometimes challenging conversations, and achieving successful outcomes. If you're motivated by helping customers, find sustainable solutions while ensuring income is collected effectively, we'd love to hear from you.

About you

We're keen to hear from candidates who have experience in:

• Rent collection, arrears management, debt recovery or income management.
• Housing, social housing, local authority or customer account management environments.
• Managing sensitive customer conversations and negotiating positive outcomes.
• Working towards performance targets and achieving results.
• Handling customer accounts, payment plans or debt recovery processes.
• Maintaining accurate records and working with digital systems.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

The primary focus of this role is managing rent and service charge accounts, supporting customers to meet their payment responsibilities and taking proactive action to minimise arrears. In this role you will:

• Manage rent and service charge accounts across a portfolio of properties.
• Work directly with customers to agree realistic repayment arrangements, including home and scheme visits as required.
• Monitor arrears and take timely action to recover outstanding debt.
• Support customers to understand their tenancy obligations and payment responsibilities.
• Promote available payment methods and encourage sustainable payment habits.
• Work closely with colleagues to identify and resolve income-related issues early.
• Liaise with internal specialists and external agencies where additional support is required.
• Produce rent statements, maintain accurate records and complete income-related administration.
• Support legal and enforcement processes where appropriate, including court attendance.

This role combines customer engagement, income recovery and administration, making it ideal for someone who enjoys balancing people-focused work with achieving measurable results.

Who this role would suit

This role may be particularly suitable for individuals with experience as:

• Income Officer
• Rent Officer
• Housing Officer (Income)
• Arrears Officer
• Debt Recovery Officer
• Customer Accounts OfficerIncome Recovery Officer
• Credit Control Officer (housing or public sector environment)
• Tenancy Sustainment Officer with significant income management responsibilities

Please note: Whilst this role involves supporting customers who may be facing financial challenges, the primary focus is income collection, arrears management, tenancy sustainment and income recovery rather than support work or financial accounting.

Person specification

Knowledge, Skills and Experience

We're keen to hear from candidates who have experience in:

• Rent collection, arrears management, debt recovery or income management.
• Housing, social housing, local authority or customer account management environments.
• Managing sensitive customer conversations and negotiating positive outcomes.
• Working towards performance targets and achieving results.
• Handling customer accounts, payment plans or debt recovery processes.
• Maintaining accurate records and working with digital systems.

You’ll also have:

• Excellent communication and influencing skills.
• Confidence in having constructive conversations about money and debt.
• Strong organisational and administrative skills.
• A proactive, resilient and solution-focused approach.
• Good levels of IT, literacy and numeracy skills.