Income Officer

Building Careers UK Ltd; West Kirby; On-site; GBP 31,000 - 37,000; Full time

Job summary

Building Careers UK Ltd is seeking an Income Officer in Liverpool on a 6-month temporary basis with a salary of £34,064 per annum. You will manage rent accounts, intervene early to recover arrears, and help tenants access welfare support while maintaining excellent customer service.

Key duties include analysing accounts, visiting customers, arranging sustainable repayment plans and liaising with authorities and support agencies. A driving licence is required.

Qualifications

• Experience in income management, rent recovery and debt collection in a customer-facing role.
• Experience managing complex caseloads and keeping accurate records.
• Knowledge of welfare benefits, Universal Credit and income maximisation.

Responsibilities

• Manage a portfolio of rent accounts and ensure income targets are met.
• Identify and resolve arrears through early intervention and case management.
• Support customers to maximise income through benefits and debt advice.

Skills

Income management

Rent recovery

Debt collection

Customer-facing experience

IT systems

Court appearances

Driving licence

Welfare benefits knowledge

Education

CIH Level 3

Tools

Case management software

Job description

Income Officer

Location - Liverpool
6 months Temp
Salary-£34,064 per annum

About the Role

We are looking for a proactive and customer-focused Income Officer to join our Income Services team. This role is responsible for maximising rental income through effective income collection, early intervention, tenancy sustainment, and customer support. You will manage a caseload of rent accounts, work closely with customers experiencing financial difficulties, and take appropriate action to recover arrears while helping customers access financial assistance and support services.
The successful candidate will balance a firm but fair approach to income recovery with a commitment to delivering excellent customer service and sustaining tenancies.

Key Responsibilities

• Manage a portfolio of rent accounts, ensuring income is collected in line with organisational targets and policies.
• Proactively identify and resolve rent arrears through early intervention and effective case management.
• Support customers to maximise their income by providing guidance on benefits, Universal Credit, debt management and financial inclusion.
• Assist customers with benefit applications and refer them to appropriate internal and external support agencies.
• Conduct home visits to engage with customers, investigate tenancy issues and agree sustainable repayment arrangements.
• Maintain accurate case records and ensure all customer interactions comply with policies, procedures and service standards.
• Take appropriate legal action where necessary, including preparing cases and representing the organisation at court hearings.
• Build positive working relationships with colleagues, local authorities, the Department for Work and Pensions (DWP), support agencies and other stakeholders.
• Contribute to neighbourhood management activities and deliver excellent customer service within local communities.
• Promote safeguarding by identifying and reporting concerns relating to vulnerable adults and children.
• Contribute to continuous improvement by sharing best practice and supporting colleagues through coaching and teamwork.
• Keep up to date with welfare reform, housing legislation and best practice within income management.

Skills and Experience

• Experience in income management, rent recovery, debt collection or a similar customer-facing role.
• Experience managing complex caseloads and maintaining accurate records.
• Knowledge of welfare benefits, Universal Credit and income maximisation.
• Ability to build positive relationships with customers and partner organisations.
• Experience using a range of IT systems and case management software.
• CIH Level 3 qualification or willingness to work towards it.
• Knowledge of legal processes relating to rent arrears recovery and tenancy enforcement.
• Experience representing an organisation at court.
• Full UK driving licence.