Income Officer

Marks Consulting Partners Limited; Greater London; On-site; GBP 27,000 - 36,000; Full time

Job summary

Marks Consulting Partners are currently looking for an Income Officer to work with one of our Housing Association clients in Greater London. You will manage a patch of General Needs, Leasehold and Shared Ownership accounts and actively drive income recovery.

This role requires strong communication, negotiation and customer service skills, experience of rent arrears recovery, and the ability to progress cases to appropriate outcomes while supporting tenancy sustainment.

Qualifications

• Experience as Income Officer in Housing Association or Local Authority.
• Proven ability to manage rent arrears across General Needs, Leasehold and Shared Ownership.
• Knowledge of welfare benefits including Universal Credit and DHPs.
• Strong negotiation and customer service skills.
• Ability to work independently with a busy caseload.
• Experience using housing management systems; Rubix is advantageous.

Responsibilities

• Managing a patch of approximately 850 General Needs, Leasehold and Shared Ownership accounts.
• Proactively managing rent arrears in line with procedures and court protocols.
• Taking ownership of arrears cases through recovery process including legal action where appropriate.
• Supporting residents to sustain their tenancies through early intervention.
• Assisting residents with DHP applications and referring to specialist advice.
• Referring vulnerable residents to Outreach Team for support.
• Completing income and expenditure assessments and arranging repayments.
• Building relationships with residents while maintaining firm debt collection.
• Working with Housing Management, Finance and external partners to achieve outcomes.
• Maintaining accurate case records and housing management system updates.
• Delivering excellent customer service while meeting income targets.

Skills

Arrears management

Rent recovery

Negotiation

Customer service

Communication

Independent working

Tools

Rubix

Job description

Marks Consulting Partners are currently looking for an Income Officer to work with one of our Housing Association clients.

What the Job Will Be Doing

• Managing a patch of approximately 850 General Needs, Leasehold and Shared Ownership accounts.
• Proactively managing rent arrears in line with the organisation's income recovery procedures and court protocols.
• Taking ownership of arrears cases, progressing them through each stage of the recovery process, including legal action where appropriate.
• Supporting residents to sustain their tenancies through early intervention and effective income recovery.
• Assisting residents with Discretionary Housing Payment (DHP) applications and referring them to specialist advice services where appropriate.
• Referring vulnerable residents to the internal Outreach Team to ensure they receive the right support.
• Completing income and expenditure assessments and agreeing realistic repayment arrangements.
• Building positive relationships with residents while delivering a firm but fair approach to income collection.
• Working closely with Housing Management, Finance and external partner agencies to achieve positive outcomes.
• Maintaining accurate case records and updating housing management systems.
• Delivering excellent customer service while meeting income collection targets and performance standards.

What You Will Need

• Previous experience working as an Income Officer within a Housing Association or Local Authority.
• Experience managing arrears across General Needs, Leasehold and Shared Ownership portfolios.
• Strong knowledge of rent arrears recovery, tenancy sustainment and legal recovery processes.
• Experience completing income and expenditure assessments and negotiating affordable repayment plans.
• Knowledge of welfare benefits, including Universal Credit and Discretionary Housing Payments (DHPs).
• Excellent communication, negotiation and customer service skills.
• Ability to work independently and manage a busy caseload with minimal supervision.
• Strong problem-solving skills and a collaborative approach to working with colleagues and partner agencies.
• Experience using housing management systems, with knowledge of Rubix being advantageous.