Income & Admin Officer

The Riverside Group; Tees Valley; On-site; GBP 26,000 - 28,000; Full time

Job summary

A housing association is seeking an Income and Administration Officer to manage arrears and provide income management advice. This role involves supporting vulnerable customers, ensuring effective rent collection, and administering financial information. The ideal candidate will have strong communication skills and experience working in customer-facing roles. Full-time position with competitive salary and benefits, based in the Tees Valley area.

Benefits

Competitive pay

28 days holidays plus bank holidays

Flexible working options

Investment in learning and personal development

Qualifications

• Experience working with vulnerable and diverse customer groups.
• Experience in customer-facing roles.
• Strong communication skills to empathize with customers.

Responsibilities

• Take responsibility for arrears management and rent collection.
• Provide income management advice to customers.
• Support colleagues in managing tenant sustainment.

Skills

Experience with vulnerable and diverse customer groups

Customer-facing environment experience

Excellent communication skills

Team player with a can-do attitude

Confidence in decision-making for rent arrears management

IT systems skills

Job description

Job Title: Income and Administration Officer

Contract Type: Fixed term contract – to end on 30/06/2026

Salary: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)

Working Hours: Full time – 37.5 Hours

Working Pattern: Monday to Friday between 8am and 6pm

Location: Middlesbrough – However this role can be based in any Riverside Region 1 location, which includes Cumbria, South Yorkshire and the North East

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

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 will work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation's rental income and deliver income administration across a defined number of properties.

About you

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer‑facing environment.
• Excellent communication skills, with the ability to provide advice, support and to empathise with customers who are facing a range of issues.
• Be a team player, be flexible with a resilient, can‑do attitude.
• Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
• Competent level of literacy, numeracy, administrational and IT systems skills (to be able to produce reports and other communications).

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
• 28 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.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Take responsibility for arrears management, rent collection and maximising income, working in partnership with colleagues using psychologically informed environments (PIE) and trauma‑informed care principles to:

• Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure.
• Support colleagues by proactively engaging customers, providing advice, guidance and co‑producing plans as part of the responsive rent arrears management process.
• Manage the income management process, by co‑producing a bespoke payment plan, tailored to the individual’s circumstances.
• Provide guidance and advice to customers to ensure they are financially included, sign‑posting to relevant resources relating to benefit claims, debt issues and money management.
• Make referrals to the Riverside Income Maximisation Team when dealing with complex cases.
• Proactively provide up‑to‑date advice relating to effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management.
• Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed.
• Support colleagues dealing with evictions where required.
• Provide advice to customers around setting up efficient payment options.
• Administrate petty cash for the required services.
• Assist with the monitoring of income and expenditure.
• Generate and communicate rent statements to customers and colleagues as required.
• Maintain and update tenancy information, rent accounts and financial information on the appropriate digital platforms.
• Collate and submit information, including funding and performance returns.
• Produce reports and other written documentation to support income management delivery as required.
• You will be required to work normal office hours, which may include some flexibility to meet the customer and business needs.
• You will be required to travel to different properties within the defined area as and when required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times – carrying out all of your duties within Riverside’s Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values – “Our Riverside Way.”
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person specification

Knowledge, Skills and Experience

Essential

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer‑facing environment.
• Excellent communication skills, with the ability to provide advice, support and to empathise with customers who are facing a range of issues.
• Be a team player, be flexible with a resilient, can‑do attitude.
• Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
• Competent level of literacy, numeracy, administrational and IT systems skills (to be able to produce reports and other communications).

Desirable

• Knowledge of current benefit systems.
• Experience of working in care and support services.
• Ability to plan, prioritise, organise tasks to achieve results.
• Knowledge of debt management.