Income Officer - Local Operations

Sanctuary Group; Welwyn Garden City; On-site; GBP 34,000 - 37,000; Full time

Job summary

A leading housing association in Welwyn Garden City is seeking an Income Officer to deliver high-quality income services. Responsibilities include managing revenue accounts, providing income advisory services, and ensuring compliance with regulations. Candidates should possess an NVQ3 qualification and relevant experience in customer service and administration. This role offers a salary up to £36,348 after 12 months with excellent employee benefits including 25 days annual leave.

Benefits

25 days annual leave

Pension scheme

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Qualifications

• NVQ3 in relevant area (e.g. business administration, customer service).
• Proven experience of administration relating to customer service and complaints.
• Ability to analyse and diagnose problems and implement effective solutions.

Responsibilities

• Deliver excellent customer service within income services.
• Manage revenue accounts and resolve complex cases.
• Provide an effective income advisory service focusing on income maximisation.

Skills

NVQ3 in relevant area

Proven experience of administration

Previous experience analysing and diagnosing problems

Proven knowledge of relevant regulations

Knowledge of housing management

Ability to work independently

Valid driving licence

Education

NVQ3 in business administration or customer service

Job description

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Income Officer - Local Operations

Location:

Welwyn Garden City, Hertfordshire, GB, AL7 1TS

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 22/12/2025

Requisition: 226816

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

37.5 hours per week – Monday to Friday, 9am to 5pm

We have an opportunity for an Income Officer - Local Operations to join our East and South East Income team, based in Welwyn Garden City.

As an Income Officer, you will play a key role in delivering a high-quality income service that meets the needs of our customers, ensuring the efficient collection of revenue in line with the Income Services Operational Plan and the wider objectives of the Group.

You will work alongside ten other Income Officers, primarily on a lone‑working basis with occasional meetings with the rest of the team, visiting tenants’ properties, with some home working included.

The role of Income Officer 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 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.

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 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 £34,531 (rising to £36,348 after 12 months, subject to satisfactory performance)

Questions, adjustments or clarifications

If you're unsure about any details, have questions about the role 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

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.