Income & Admin Officer

Riverside; Cambridge; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive pay

25 days holidays + bank holidays

Flexible working options

Learning and development

Job summary

Riverside is seeking an Income and Administration Officer to manage rent accounts, arrears, and income recovery while supporting customers to maintain tenancies and maximise rental income. You will handle sensitive conversations, set up payment plans, and work with colleagues to resolve income-related issues.

The role focuses on ensuring timely income collection and accurate record-keeping. The position is permanent, full-time, based in Cambridge with flexible but standard hours, and offers a

Qualifications

• Experience in rent collection, arrears management, debt recovery or income management.
• Experience in housing or customer account management environments.
• Ability to handle sensitive conversations and negotiate outcomes.

Responsibilities

• Manage rent and service charge accounts across a portfolio of properties.
• Agree realistic repayment arrangements with customers, including site 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 payments.
• Collaborate with colleagues to identify and resolve income-related issues early.
• Liaise with internal specialists and external agencies when extra support is needed.
• Produce rent statements and maintain accurate income-related records.

Skills

Rent collection

Arrears management

Debt recovery

Income management

Customer account management

Negotiation

Record keeping

IT literacy

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

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

• 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

Responsibilities

• 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.

Who This Role Would Suit

• Income Officer
• Rent Officer
• Housing Officer (Income)
• Arrears Officer
• Debt Recovery Officer
• Customer Accounts Officer
• Income 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

• 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.

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Creating an Inclusive Environment