Income Officer - Local Operations

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

Job summary

A community-focused housing organization in Salisbury is seeking an Income Officer to deliver high-quality income services. This role involves managing revenue accounts, engaging with customers, and providing advisory services. Candidates should have an NVQ3 qualification and experience in customer service. This position offers a competitive salary and benefits including annual leave and a pension scheme.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

Life Assurance

Cycle to Work scheme

Qualifications

• Proven experience of administration relating to customer service and complaints.
• Ability to work independently in community.
• Travel is a requirement of the role; therefore a full valid driving licence is essential.

Responsibilities

• Deliver a high-quality income service that meets the identified needs of our customers.
• Manage revenue accounts effectively and resolve complex cases.
• Provide an effective income advisory service focusing on income maximisation.

Skills

Administration skills related to customer service

Analytical skills for problem diagnosis

Knowledge of regulations and legislation

Ability to build relationships

Knowledge of housing management

Education

NVQ3 in relevant area (business administration, customer service)

Job description

Overview

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

Location: Salisbury, Wiltshire, GB, SP1 3DS

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 15/10/2025

Requisition: 226140

Sanctuary Housing is a not-for-profit housing association that owns and manages 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.

Responsibilities

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 covers Salisbury, Basingstoke, Portsmouth, Southampton, Bournemouth and surrounding areas.

• 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 experience

• 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 work independently in community
• Travel is a requirement of the role; therefore a full valid driving licence is essential

What we offer

• 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
• Wellbeing support and tools
• 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)

How to apply / contact

If you’re unsure about any details, have questions about the role or want to discuss a need for adjustments, our 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. We are committed to being a diverse, inclusive organisation where our people thrive and meet customers’ needs with fairness and empathy. We encourage applications from diverse backgrounds and will make adjustments during the application process in line with Sanctuary’s Disability Confident employer status.

Building Equality and Diversity

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