Income Officer (Support)

Hafod Housing Association Limited; Cardiff; On-site; GBP 18,000 - 24,000; Part time

Job summary

Hafod Housing Association Limited in Cardiff is seeking an Income Officer to join the Support team on a part-time basis (21 hours per week) for 12 months. You will balance income recovery with a person-centred approach, helping residents access benefits and support while protecting essential services.

You’ll travel across Hafod sites, build relationships with Housing Benefit teams and partner organisations, and prepare cases for action when needed, while maintaining accurate records and

Qualifications

• Excellent customer service and strong organisational skills.
• Experience in a customer-facing environment.
• Experience with debt recovery or income collection.
• Strong communication and relationship-building abilities.
• Good IT skills and proficiency with Microsoft Office.
• Ability to work independently and manage a busy workload.

Responsibilities

• Manage rent, service charges and other accounts; take action to recover outstanding debts and maintain records.
• Support contract holders to maximise income and access benefits and financial support services.
• Conduct home visits; agree payment arrangements and prevent arrears escalation.
• Build relationships with Housing Benefit teams, DWP and partners to support income collection and claim administration.
• Prepare cases for legal action where necessary and represent Hafod in court and partnership meetings.

Skills

Customer service

Debt recovery

Income collection

Arrears management

Communication

Independent working

Tools

Microsoft Office

Job description

Here for people. Here for communities. Here for you.

We're looking for a proactive, customer-focused individual to join our Support team, helping maximise income across our supported housing projects and partnerships. You'll work closely with contract holders, colleagues and external partners to ensure rent and service charge accounts are managed effectively, while providing support and advice that helps people sustain their homes and maintain financial wellbeing.

Make a difference every day as an Income Officer at Hafod.

This is a rewarding role where you'll balance income recovery with a person-centred approach, helping people access the support they need whilst protecting essential services. You'll build positive relationships, work collaboratively with a range of agencies and play a key role in preventing debt and housing management issues from escalating.

This role involves travelling independently across our sites and services as part of day-to-day duties. You will need to hold a full, valid driving licence and have access to a vehicle. If you use your own vehicle for work, you'll also need appropriate insurance (for example business use)

This is a part time (21 hours per week) 12 months fixed term job opportunity.

What you’ll be doing

• Managing rent, service charge and other accounts, taking appropriate action to recover outstanding debts and maintaining accurate records.
• Supporting contract holders to maximise their income and access advice, benefits and other financial support services.
• Conducting home visits, agreeing payment arrangements and working with individuals to prevent arrears from escalating.
• Building strong relationships with Housing Benefit teams, the Department for Work and Pensions and other partner organisations to support income collection and claim administration.
• Preparing cases for legal action where necessary and representing Hafod professionally in court and partnership meetings.

You can find the full job description attached for a more detailed overview of the role.

What you’ll bring

• We're looking for someone who combines excellent customer service with strong organisational skills and the confidence to manage sensitive financial conversations.
• Experience working in a customer or client-facing environment.
• Experience of debt recovery, income collection or managing arrears.
• Excellent communication skills, with the ability to build positive relationships and handle difficult conversations professionally.
• Good IT skills, including confidence using Microsoft Office applications and digital systems.
• The ability to work independently, prioritise a busy workload and adapt to changing demands.
• A compassionate and supportive approach, with an understanding of the challenges people can face in maintaining their housing and financial wellbeing.

We’ll review all applications and if you’re shortlisted, we’ll get in touch to arrange an interview at St.Hilary Court, Cardiff

If you’re successful at the end of the recruitment process, we’ll offer you the role and begin your pre-employment checks. This includes confirming your right to work and completing an enhanced DBS check, which we’ll organise and pay for.

If you’d like some tips or advice with the recruitment process, we’ve put together some helpful guidance, here.

We may close this advert early if we receive a high number of applications, so we encourage you to apply as soon as possible.

Support and adjustments

We’re committed to ensuring a fair and inclusive recruitment process. If you need any reasonable adjustments or support at any stage, please let us know and we'll be happy to help.

About Support

Our Support teams deliver housing related support services across South Wales, helping people live independently and prevent homelessness. We provide flexible, tailored support to meet individual needs, from managing money and maintaining tenancies to building confidence, skills and wellbeing.

We work across supported housing, floating support and specialist services, supporting a wide range of people including families, young people, older people and those with additional complex needs. We create safe, supportive environments that enable people to move forward and achieve lasting outcomes.

You’ll be part of a collaborative, values-led team that puts people first, works closely with partners and communities, and is committed to making a real difference, while supporting you to learn, grow and build your career in support.

You’ll find more information about Support here

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