Income Officer

Niyaa People Ltd; West of England; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Flexible benefits

Wellbeing days

Pension contributions up to 12%

Life assurance

Private medical insurance

Gym membership

Job summary

Niyaa People Ltd is recruiting on behalf of a client for an experienced Income Officer to join the Customer Accounts team in Bristol. You will deliver a comprehensive rent and service charge collection service, working with customers to set payment plans and advise on welfare benefits.

The role mixes office-based work with occasional home visits and court appearances. Applicants should have experience in social housing or related sectors, excellent customer service, and the ability to manage a

Qualifications

• Experience in social housing, home ownership or private rented housing.
• Experience in income management, rent collection or debt recovery is advantageous.
• Strong customer service and communication skills.
• Diplomatic, professional and confidential approach.

Responsibilities

• Manage rent and service charge accounts across tenures.
• Monitor accounts and take action to prevent/reduce arrears.
• Negotiate affordable and sustainable payment arrangements.
• Provide welfare benefits and money advice where appropriate.
• Manage income collection cases through to resolution.
• Prepare court documentation and proceedings.
• Manage eviction processes in line with legislation.
• Carry out customer home visits as required.
• Collaborate with external agencies and authorities.
• Maintain confidential customer records and prioritise a busy caseload.

Skills

Customer service

Communication

Decision-making

Problem-solving

Organisational skills

Independent working

Initiative

Job description

We are currently recruiting on behalf of our client for an experienced Income Officer to join their Customer Accounts team in Bristol.

This is an excellent opportunity for someone with experience within social housing, home ownership, private rented housing, income management or debt recovery who is confident working with customers and managing accounts effectively.

As an Income Officer, you will be responsible for delivering a comprehensive rent and service charge collection service across the region. You will work closely with customers to understand their circumstances, agree appropriate payment arrangements and provide support around welfare benefits and money management.

The role will involve a combination of office-based and customer-facing work, including home visits when required and occasional attendance at court hearings.

Key Responsibilities of an Income Officer:

• Manage rent and service charge accounts across a range of tenures.
• Monitor customer accounts and take appropriate action to prevent and reduce arrears.
• Negotiate affordable and sustainable payment arrangements with customers.
• Provide welfare benefits and money advice where appropriate.
• Manage income collection cases through to resolution.
• Prepare documentation and applications for court proceedings.
• Manage eviction processes in line with relevant legislation and procedures.
• Carry out customer home visits when required.
• Work collaboratively with external agencies, including local authorities and support organisations.
• Maintain accurate and confidential customer records.
• Prioritise and manage a busy caseload effectively while working with minimal supervision.

We are looking for a proactive and self-motivated individual who is confident dealing with customers in potentially challenging circumstances.

You will ideally have:

• Knowledge and experience of social housing, home ownership or the private rented sector.
• A working knowledge of welfare benefits.
• Excellent customer service and communication skills.
• Experience in income management, rent collection, debt recovery or debt collection is advantageous but not essential.
• Strong decision-making and problem-solving skills.
• A diplomatic, professional and confidential approach.
• The ability to organise and prioritise a busy workload.
• The confidence to work independently and use your own initiative.

A full UK driving licence and access to a car, as regular travel is required.

Benefits:

• 25 days' annual leave plus bank holidays, increasing by one day each year up to 30 days.
• Flexible benefits, including the option to buy or sell annual leave.
• 3 additional wellbeing days.
• 2 paid volunteering days.
• Generous matched pension contributions of up to 12%.
• Life assurance at 4x salary.
• Enhanced maternity, paternity and adoption pay.
• Optional private medical, dental and critical illness insurance.
• Wellbeing discounts, including gym membership.
• Access to a 24/7 virtual GP service.