Income Officer

The Hyde Group; Chichester; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Excellent pension

Generous holiday entitlement

Life assurance

Flexible benefits platform

Career development

Volunteering days

Hybrid working

Job summary

Hyde Group in Chichester is seeking an Income Services Officer. You will manage rent arrears, advise customers on budgeting and welfare benefits, and handle payments and account records to protect tenancy income. You will participate in court processes when needed and collaborate with the Income team to deliver a high-quality service.

The role requires experience in income collection and strong communication, with hybrid working and a salary around £32,700 per year.

Qualifications

• Experience in income services, rent arrears, collections or a similar customer-focused role.
• Understanding of welfare benefits and affordability considerations.
• Experience managing customer accounts and dealing with sensitive situations.

Responsibilities

• Manage rent arrears and other debts across multiple tenure types, including current and former customers.
• Take ownership of customer accounts, working proactively to prevent arrears and reduce debt.
• Deliver a high-quality, customer-focused service through phone and digital channels.
• Support customers with money management, rent prioritisation and access to welfare benefits.
• Process payments, refunds and account requests in line with policies and procedures.
• Maintain accurate income and case management records, including clear action notes.
• Work collaboratively with the wider Income team and internal colleagues to support service delivery.
• Prepare legal documentation, attend court and support eviction processes where required.
• Help customers access additional financial support, including local authority and charitable funding.
• Follow safeguarding procedures, escalating concerns and making referrals as appropriate.

Skills

Income collection

Rent arrears management

Customer account management

Communication skills

Welfare benefits knowledge

Legal processes awareness

Record keeping

Job description

IncomeOfficer

Location : Chichester

Salary : £32,700

Would you like to join Hyde as an Income Services Officer?

The Income Services Officer, is key to supporting the prevention and recovery of rent arrears and other debts while helping customers sustain their homes through practical advice, early intervention and effective case management.

What you'll be doing

• Manage rent arrears and other debts across multiple tenure types, including current and former customers
• Take ownership of customer accounts, working proactively to prevent arrears and reduce debt
• Deliver a high-quality, customer-focused service through phone and digital channels
• Support customers with money management, rent prioritisation and access to welfare benefits
• Process payments, refunds and account requests in line with policies and procedures
• Maintain accurate income and case management records, including clear action notes
• Work collaboratively with the wider Income team and internal colleagues to support service delivery
• Prepare legal documentation, attend court and support eviction processes where required
• Help customers access additional financial support, including local authority and charitable funding
• Follow safeguarding procedures, escalating concerns and making referrals as appropriate

About you

You'll bring experience in income collection, rent arrears or customer account management, alongside a supportive and resilient approach when working with customers in challenging circumstances.

• Experience in income services, rent arrears, collections or a similar customer-focused role
• Understanding of housing income, welfare benefits and affordability assessments
• Experience managing customer accounts and complex casework
• Knowledge of legal processes relating to rent arrears and possession (or willingness to learn)
• Strong communication skills with the ability to handle sensitive conversations professionally

Why join us?

We own and manage 125,000 homes and are driven by a strong social purpose - creating safe, affordable homes and thriving communities. You'll be part of a committed Income Services team, where your work will directly support customers to sustain their tenancies while protecting Hyde's income and services.

Benefits

• Excellent pension
• Generous holiday allowance
• Life assurance
• Flexible benefits platform
• Career development & learning support
• Volunteering days
• Hybrid working

Diversity, inclusion and accessibility

Equity, diversity and inclusion are central to life at Hyde. We're committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation.

As a Disability Confident Employer, we're happy to provide reasonable adjustments throughout the recruitment process and in the workplace.

Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.