Income Officer

Staffs Housing; Stoke-on-Trent; On-site; GBP 26,000 - 34,000; Full time

Job summary

Staffs Housing is seeking a dedicated income management professional to strengthen our service. You will maximise rental and service charge income while supporting residents through proactive arrears management and responsive payment arrangements.

Collaboration with the Income Specialist will help meet performance standards and KPIs, ensuring high-quality customer service and compliant case progression in line with our social housing objectives.

Qualifications

• Experience working in housing and income collection services, ideally within social housing.
• Good understanding of housing services and the wider issues affecting customers and communities.
• Strong teamworking and relationship-building skills across teams and services.
• Excellent communication skills, IT proficiency and ability to use systems effectively.
• Organised, customer-focused and able to manage multiple priorities under pressure.
• A full driving licence and access to a vehicle.

Responsibilities

• Maximise rental income and service charge income through effective management of customer accounts.
• Proactively engage customers through calls, texts, emails and home visits to manage arrears and agree payment plans.
• Reduce legal action and evictions through early intervention and supportive debt management.
• Progress legal cases when necessary, including notices, court preparation and attendance at hearings or evictions.
• Deliver excellent customer service by accurately recording information, working collaboratively across teams and continuously developing practice.

Skills

Teamworking

Communication skills

IT proficiency

Organisational skills

Customer focused

Job description

We’re entering an exciting period of growth, and this role will play a key part in strengthening our income management service and supporting continued investment in our communities.

This person will be responsible for ensuring our rental and service charge income is maximized by delivering an effective income management service. They will manage income cases, including taking appropriate legal action whilst taking a customer centered approach. To work closely with the Income Specialist to ensure performance standards and KPIs are met.

What you’ll do:

• Maximise rental and service charge income through effective management of customer accounts.
• Proactively engage customers through calls, texts, emails and home visits to manage arrears and agree payment plans.
• Reduce legal action and evictions through early intervention and supportive debt management.
• Progress legal cases when necessary, including notices, court preparation and attendance at hearings or evictions.
• Deliver excellent customer service by accurately recording information, working collaboratively across teams and continuously developing practice.

Who you are:

• Experience working in housing and income collection services, ideally within social housing.
• Good understanding of housing services and the wider issues affecting customers and communities.
• Strong teamworking and relationship-building skills across teams and services.
• Excellent communication skills, IT proficiency and ability to use systems effectively.
• Organised, customer-focused and able to manage multiple priorities under pressure.
• A full driving licence and access to a vehicle.

We may close this vacancy early if we receive a high volume of applications.

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