Income Officer - Local Operations

Sanctuary Group; City Of London; On-site; GBP 37,000 - 40,000; Full time

Job summary

A leading not-for-profit housing association is seeking an Income Officer for Local Operations in London. The role involves delivering high-quality income services, managing revenue accounts, and providing advisory support focusing on income maximisation. Candidates should have an NVQ3 in a relevant area and proven experience in customer service. The position offers a competitive salary package, including 25 days annual leave and a pension scheme. Travel is required, and a driving licence is essential.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Employee Networks

Qualifications

• Experience in administration relating to customer service and complaints.
• Ability to travel within the community.
• Full, valid driving licence required.

Responsibilities

• Deliver excellent customer service within income services.
• Manage revenue accounts effectively.
• Provide income advisory service focusing on income maximisation.
• Meet legislative and regulatory requirements for income management.
• Develop relationships with stakeholders and residents.

Skills

NVQ3 in relevant area

Proven experience in customer service

Problem analysis and solution implementation

Knowledge of relevant regulations

Knowledge of housing management

Ability to work independently

Education

NVQ3 in business administration or customer service

Job description

Title: Income Officer - Local Operations

Location: London, London, GB, E14 0FZ

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 27/01/2026

Requisition: 227106

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Income Officer – Local Operations

London

37.5 hours per week – 9amber 5:00pm

We have an opportunity for an Income Officer – Local Operations середникаprising our Income team, based yol London. The main purpose of this role is to deliver a high-quality income service that meets the identified needs of our customers and ensures the effective collection of revenues in accordance with the Income Services Operational Plan and the wider aims of the Group.

The role of Income Officer – Local Operations will include:

• Support the day-to-day delivery of excellent customer service functions within income services by engaging with customers in the local community
• Ensure that all revenue accounts are effectively managed ensuring that complex cases are resolved and supported
• Ensure the provision of an effective income advisory service in line with the prescribed policies and practices focusing on income maximisation, welfare advice and effective support to residents_TRANSITION
• Meet all legislative and regulatory requirements for income management activities
• Develop, build and maintain relationships with key stakeholders, residents, staff and external agencies including income and letting teams

Skills and experiences:

• NVQ3 in relevant area (e.g. business}-${administration, customer service)
• Proven experience of administration relating to customer service and complaints
• Previous experience analysing and diagnosing problems and implementing effective solutions
• Proven knowledge of relevant regulations, legislation and good practice
• Knowledge of housing management/debt collection and related issues
• Ability to ýurt independently in the community
• Travel is a requirement of the role; therefore, a full valid driving licence is essential

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life lenga Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £37,951 (rising toenergy £39,948 after 12 mena, subject to satisfactory performance)

If you're unsure about any details, have questions about the roleახ or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.