Income Officer

Star Housing (Shropshire Towns & Rural Housing); Shrewsbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A housing association in Shrewsbury is seeking an enthusiastic Income Officer to manage income-related cases, helping tenants sustain their tenancies. The ideal candidate will deliver exceptional customer service and engage proactively with tenants and stakeholders. Responsibilities include managing debts and supporting vulnerable individuals. Join a collaborative team committed to improving community outcomes and making a real impact in people’s lives.

Qualifications

• Experience in income recovery and arrears management is desirable.
• Strong communication skills to work with diverse stakeholders.
• Ability to provide support to vulnerable individuals.

Responsibilities

• Manage a caseload for income management, including rent and garage debts.
• Serve as the main contact for tenants about income management.
• Deliver quality customer service for effective arrears management.
• Work proactively to recover income and reduce debt losses.
• Identify and support vulnerable individuals in the recovery process.

Skills

Customer-focused

Collaborative working

Proactive problem solving

Organised and detail-oriented

Time management

Job description

Income Officer

Shrewsbury based, travel across county.

Are you passionate about delivering exceptional customer-focused services and helping tenants sustain their tenancies? We are looking for an enthusiastic and proactive individual to join our team as an Income Officer.

About the Role

As an Income Officer, you will report to an Income Manager, who will support you in your health and safety, training, and development. In this role, you will be responsible for managing a designated income management caseload and ensuring tenants, and other stakeholders receive outstanding service regarding their rent, garage, and other Neighbourhoods-related debt.

Key Responsibilities

• Manage a caseload for income management, including rent, garage, and other related debts.
• Provide the main frontline contact for tenants, and other stakeholders concerning income management matters.
• Deliver a high-quality, customer-focused service to ensure effective arrears management.
• Work proactively with tenants, colleagues, and partners to recover income, adopting a preventative approach to minimise rent, garage, and other STAR Housing-related debt or void-related income loss.
• Adhere to established processes, policies, and procedures, and contribute to reviews of policy and practice.
• Identify vulnerable individuals and provide them with appropriate support to ensure they are not disadvantaged in the income recovery process.

What We're Looking For

Whilst income recovery and arrears management experience is desirable, if you have the following we would like to hear from you :

• Customer-focused and committed to delivering exceptional service.
• Adept at working collaboratively with tenants, colleagues, and partners.
• Proactive in identifying solutions, especially for vulnerable individuals.
• Organised and detail-oriented, ensuring policies and procedures are followed.
• Excellent awareness of time management.

Why Join Us?

This is an opportunity to make a real impact in people's lives by helping them sustain their tenancies and access the support they need. You will be part of a team that values collaboration, innovation, and commitment to improving the community.