Income Officer

Community Housing; Worcester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A housing services organization in Worcester is seeking a proactive Income Officer to manage rent accounts and recovery processes. You will provide financial inclusion advice and work with internal teams to support customers with welfare benefits. The role requires excellent communication and negotiation skills, along with experience in income recovery and knowledge of housing legislation. This position will enable you to make a positive impact on the financial stability of customers.

Qualifications

• Proven experience in income recovery within a social housing environment.
• Strong knowledge of housing legislation and court processes.
• A full UK driving licence and access to a vehicle insured for business purposes.

Responsibilities

• Monitor and manage the debt recovery process across all tenancy types.
• Take effective action to recover rent arrears and service charges.
• Provide advice to maximise customer income through referrals to money advice services.
• Attend court hearings and manage the eviction process when necessary.

Skills

Excellent communication

Negotiation skills

Knowledge of welfare benefits

Ability to analyse data

Experience in income recovery

Influencing skills

Job description

Are you passionate about helping customers sustain their tenancies and promoting a rent-first culture? We're looking for a proactive Income Officer to join our Housing Services team. In this role, you'll manage rent accounts, take appropriate action to recover arrears, and provide financial inclusion advice to customers. You'll work closely with internal teams and external agencies to maximise income, support customers with welfare benefits, and ensure compliance with housing legislation. Your work will make a real difference in helping customers maintain their homes and financial stability.

Key Responsibilities

• Monitor and manage the debt recovery process across all tenure types.
• Take timely and effective action to recover rent arrears, former tenancy arrears, service charges, and recharges.
• Liaise with Housing Benefit teams and the Department for Work and Pensions to resolve entitlement queries and minimise overpayments.
• Provide advice and signposting to maximise customer income, including referrals to Money Advice services.
• Prepare and present cases for court, attend hearings, and manage the eviction process when necessary.
• Promote and develop a rent-paying culture across the organisation.
• Maintain accurate records using CX/CRM and ensure compliance with Pre-Court Protocols.
• Strong knowledge of welfare benefits and money advice.
• Excellent communication, negotiation, and influencing skills.
• Experience in income recovery within a social housing environment.
• Practical knowledge of housing legislation and court processes.
• Ability to analyse data, prioritise workload, and work on your own initiative.
• A full UK driving licence and access to a vehicle insured for business purposes.