Income Officer

The Methodist Church in Britain; Grimsby; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Flexible working options

27 days annual leave + 8 bank holidays

6 volunteering days

Employer pension contribution up to 9%

£250 annual 'Live and Learn' allowance

Enhanced maternity, paternity and/adop

Employee Assistance Programme

Learning and development opportunities

Interest-free loans for equipment

Job summary

Regenda Homes in the North West is seeking an income officer to maximise rent collection across a patch, sustain tenancies and deliver a customer-focused income management service.

You will handle enquiries, comply with housing policies, and use feedback to drive service improvements. A driving licence and ability to manage a heavy workload are essential.

Experience with welfare benefits and rent recovery, plus ICT skills, will help you succeed in this demanding role.

Qualifications

• Managing housing-related debt on a patch basis.
• Evidence of meeting performance indicators while handling a heavy workload.

Responsibilities

• Maximise rent collection across the patch.
• Sustain tenancies and improve customers' financial stability.
• Deliver an income management and lettings service that is customer-focused.
• Resolve enquiries and complaints promptly and professionally.
• Ensure compliance with housing policies and safeguarding responsibilities.
• Treat customers fairly and recognise protected characteristics.
• Use feedback to improve the service and contribute to team growth.

Skills

Rent recovery

Debt management

Customer service

Communication

Numeracy

Literacy

IT literacy

Education

Housing-related qualifications

Tools

Housing rent management system

Microsoft Office

Job description

Income role at Regenda Homes, a social housing provider across the North West, within its income management and lettings service. The work centres on collecting rent, preventing arrears and sustaining tenancies, while handling complaints and meeting Housing Ombudsman and safeguarding duties. The patch-based caseload suits someone who can drive, has their own car and can manage a heavy workload. Fit depends on experience of housing debt and rent recovery law, with housing qualifications worked towards if not already held.

What the job involves

• Maximise rent collection across the patch
• Sustain tenancies and improve customers' financial stability
• Deliver an income management and lettings service that is customer-focused and value for money
• Resolve enquiries and complaints promptly and professionally
• Ensure compliance with housing policies, regulatory standards, Housing Ombudsman requirements and safeguarding responsibilities
• Treat customers fairly, recognising individual needs and protected characteristics
• Use customer feedback, complaints and satisfaction measures to improve the service
• Contribute to a positive team culture reflecting Regenda's values and continuous improvement

What’s required

Experience

• Managing housing-related debt on a patch basis
• Evidence of meeting performance indicators and targets while handling a heavy workload

Skills & knowledge

• Understanding of the rent recovery process, including possession law
• Knowledge of welfare reform and welfare benefits, including general advice to tenants
• Knowledge of social housing legislation and tenant satisfaction measures
• Excellent verbal and written communication
• Excellent numeracy and literacy
• Solid ICT skills, including Microsoft Office and a housing rent management system

Checks & eligibility

• Valid driving licence and access to a car
• Business insurance to claim mileage

Other

• Ability to work at pace and adapt to changing priorities
• Highly motivated, with readiness to engage operationally

Nice to have

• Housing-related qualifications, or willingness to work towards them

What’s offered

• Flexible working options
• 27 days annual leave rising to 32 after five years, plus 8 bank holidays
• 6 additional days for volunteering
• Employer pension contribution up to 9%, match funded
• £250 annual 'Live and Learn' allowance
• Enhanced maternity, paternity and adoption pay
• Employee Assistance Programme and health and wellbeing initiatives
• Learning and development opportunities, plus interest-free loans for computer equipment and travel tickets