Income Officer - Local Operations

Sanctuary; Salisbury; On-site; GBP 32,000 - 35,000; Full time

Job summary

A leading housing association is seeking an Income Officer - Local Operations to join their Income team in Salisbury. The role focuses on delivering quality income services while managing customer relationships and ensuring compliance with regulations. Ideal candidates should have an NVQ3 qualification and strong customer service experience. This position provides a competitive salary and various benefits, including generous annual leave and a pension scheme, while fostering an inclusive and supportive environment.

Benefits

25 days annual leave

Pension scheme

Life Assurance

Employee discounts

Wellbeing support

Qualifications

• Must have NVQ3 in a relevant area such as business administration or customer service.
• Proven experience of handling customer service and complaints.
• Ability to analyze and solve problems effectively.

Responsibilities

• Deliver high-quality income service to meet customer needs.
• Manage revenue accounts and resolve complex cases.
• Provide income advisory service focused on maximization and support.

Skills

NVQ3 in relevant area

Experience in customer service and complaints administration

Analytical problem-solving skills

Knowledge of housing management

Ability to work independently

Full valid driving licence

Education

NVQ3 in Business Administration or Customer Service

Job description

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

Covering Salisbury, Basingstoke, Portsmouth, Southampton, Bournemouth and surrounding areas

£32,887 - £34,617 per year plus £600 car allowance

37.5 hours per week

We have an opportunity for an Income Officer - Local Operations – to join our Income team, based in Salisbury (but this may differ depending on where the successful candidate lives). 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
• 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 a 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 work independently in 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.

Our Benefits

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £32,887 (rising to £34,617 after 12 months, subject to satisfactory performance)

Closing Date: 20 January 2026

Contact: [e-mail]

View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at www.sanctuary.co.uk/join-our-team

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 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.

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.