Income Services Officer

We Manage Jobs(WMJobs); Birmingham; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A city council in Birmingham seeks a dynamic Income Services Officer for a permanent role, focusing on income collection and customer communication in a target-driven environment. The successful candidate will manage rent accounts, advise customers on debt resolution, and maintain records, while working in a hybrid setup. Strong negotiation and communication skills are essential. An updated CV is required for application.

Qualifications

• Experience in a target-driven environment is preferred.
• Ability to manage cases end to end.
• Competence in summarizing customer interactions.

Responsibilities

• Contact customers to negotiate payments on rent debts.
• Send correspondence to advise customers on their rent situation.
• Review and assess customer circumstances for appropriate decisions.
• Update customer information on computer systems.
• Perform administrative tasks as directed.

Skills

Income collection experience

Customer communication skills

Negotiation skills

Planning and organizational skills

High level verbal and written communication

Job description

Income Services Officer

Permanent

Grade B - £28,598 - £34,434

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

Birmingham City Council Rent Service has an exciting permanent opportunity.

The Rent Service is part of the Finance Directorate of Birmingham City Council and has significant responsibilities for income collection to the Housing Revenue Account (HRA). We are responsible for the annual collection of £300 million housing rents and also have responsibility for the recovery of former tenancy debt and Housing Benefit Overpayments from Local Authority tenants.

Our purpose is to maximise the collection of rent by providing our tenants with advice and support in order to prevent rent debt. We aim to promote self‑sufficiency and identify vulnerable tenants at an early stage, whilst promoting and maintaining a strong payment culture and maximise income through receipt of relevant welfare benefits.

We are looking for a dynamic and enthusiastic Income Services Officer; ideally you will have experience of income collection and communicating with customers in a target‑driven environment.

You should be able to work well as part of a team, with evidence of planning and organisational skills in order to allow the delivery of tasks within set deadlines and to effectively prioritise tasks.

Your tasks will include:

• Contacting Birmingham City Council customers by outbound telephone calls to negotiate and take payments in order to clear their rent debts and to advise customers of what is required in order to resolve debt on their rent accounts.
• Contacting Birmingham City Council customers by correspondence to advise them of the current situation with their rent account and to prompt contact where customers have fallen into debt so that corrective action may be taken.
• Managing cases end to end, reviewing and assessing customer’s circumstances and making appropriate decisions whilst providing advice and guidance to customers in line with current policies and procedures.
• Accessing, filing and updating of information on computer systems using clear and concise language in order to summarise the content of any contact with customers and actions taken.
• To carry out Rent Service administrative tasks as directed by Income Services Team Leaders and Management Officers.

You may have experience of dealing with and talking to customers in a target‑driven environment and will need to possess verbal and written communication skills of a high level.

Ideally you will be possess good negotiation skills, you should be able to work well as part of a team, with evidence of planning and organisational skills in order to allow the delivery of tasks within set deadlines and to effectively prioritise tasks.

The role is hybrid however the post holder would be required to work from Birmingham City Council buildings as business needs dictate.

Please upload your up‑to‑date CV via the attachments part of your application, this is required for shortlisting.

Unfortunately, we cannot consider any applications without a CV attached.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact: [e-mail] (quoting reference 3515)

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and Person Specification – Income Services Officer Job Description & Person Specification.doc

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We strive to advertise all roles for a minimum of two weeks. However, due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.