Income Officer

IRIS Recruitment; Watford; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

28 days annual leave (pro rata)

Employer pension contribution up to 11

Development opportunities

Rewards scheme

Job summary

Chime Housing in Watford is seeking an Income Officer to manage rent arrears and support residents in sustaining their tenancies. You will handle a defined patch, work with customers to resolve arrears, and engage with safeguarding and local services when appropriate.

The role blends customer contact, problem solving, and legal processes, with independent and team-based work. You will set up payment plans, liaise with Housing Benefit and DWP, and contribute to income recovery targets.

Qualifications

• Experience in debt management and arrears.
• Experience presenting in court and knowledge of rent arrears processes.
• Understanding of housing legislation.
• Proficient in Microsoft Office and data management.

Responsibilities

• Manage rent arrears and tenancy debts in line with policy.
• Reduce debt through early intervention and effective case management.
• Collaborate with Lettings to prevent arrears for new tenants.
• Support tenancy sustainment by identifying vulnerabilities and referrals to safeguarding or social services.
• Take action to prevent arrears escalation, including notices and preparing legal paperwork.
• Monitor payment defaults following legal action and take further steps as required.
• Maintain accurate records and ensure regular contact with tenants.
• Provide advice on budgeting and welfare benefits, referring complex cases to specialists.
• Liaise with Housing Benefit and the DWP to resolve claims and adjustments.
• Set up and amend direct debits in response to changes.
• Carry out home visits and office appointments to discuss arrears.
• Reconcile payments with the Finance Team.
• Achieve income recovery targets for rent collection and arrears reduction.

Skills

Debt management

Court experience

Housing legislation

Microsoft Office

Customer service

Negotiation

Problem solving

Data entry

Driving licence

Independence

Education

CIH qualification

Tools

Housing Management systems

Arrears Management systems

Job description

Income Officer Watford

Salary: £35,000 - £40,000 Permanent, 37 hours per week

The Vacancy

As an Income Officer, you’ll play a key role in helping residents sustain their tenancies while ensuring the organisation can continue delivering great services. You’ll manage a patch of properties, working directly with customers to resolve arrears, prevent debt from escalating, and provide support that makes a real difference to people’s lives. This is a varied role that combines customer contact, problem‑solving, partnership working and legal processes — ideal for someone who enjoys a mix of independence and teamwork.

Introduction to the role

At Chime Housing, we provide vital services that help people to live better lives. We’re looking for an Income Officer to join our Housing team and play a key role in supporting residents to sustain their tenancies, while helping us maximise the income we need to deliver great services.

Role purpose

To provide a proactive income and arrears management service for a defined patch, ensuring customers receive the support they need to maintain successful tenancies.

What’s the role?

Key Accountabilities:

• Manage rent arrears and tenancy‑related debts in line with policy, procedures and best practice.
• Reduce debt owed in rent and service charges through early intervention and effective case management.
• Work closely with Lettings colleagues to prevent arrears for new customers.
• Support tenancy sustainment by identifying vulnerabilities and referring to safeguarding, social services, mental health teams and other agencies where appropriate.
• Take appropriate action to prevent arrears escalation, including making affordable repayment agreements, serving notices, preparing legal paperwork and presenting cases in court.
• Monitor payment defaults following legal action and take further steps where required.;
• Maintain accurate records and ensure regular contact with tenants.
• Provide advice on budgeting, income and expenditure, and welfare benefits, referring complex cases to specialist agencies.
• Liaise with Housing Benefit and the DWP (Universal Credit) to resolve claims and adjustments.
• Set up and amend direct debits in response to customer or Housing Benefit changes.
• Carry out home visits and office appointments to discuss arrears.
• Reconcile payments and adjustments with the Finance Team.
• Achieve agreed income recovery targets for rent collection and arrears reduction.
• Undertake any other duties appropriate to the role.

What are we looking for?

• Essential: Experience: Proven debt management experience; experience supporting people in challenging or stressful situations; experience presenting in court and understanding legal processes for rent arrears.
• Essential: Knowledge: Understanding of relevant housing legislation; familiarity with Microsoft Office; ability to use Housing Management and Arrears Management systems.
• Essential: Skills & Abilities: Excellent customer service, communication, negotiation and problem‑solving skills; strong organisational and time‑management abilities; accurate data input; ability to work independently and collaboratively; ability to manage confrontation; valid driving licence and access to a vehicle.
• Qualifications: Good general education or relevant experience.
• Desirable: CIH‑recognised qualification. Commitment to CIH professionalism standards and championing the role of housing professionals.

What can we offer you?

• 28 days’ annual leave (pro rata)
• Employer pension contribution of up to 11%
• Development opportunities
• Comprehensive employee rewards scheme

How we work

We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

Closing date: 9th September 2026

Interviews: 21st September 2026

Please note we reserve the right to close the vacancy early if we receive a large response.