Income Services Officer, Rent Service - Income Collection

WMJobs; Birmingham; Hybrid; GBP 30,000 - 36,000; Full time

Job summary

Birmingham City Council invites applications for an Income Services Officer (Grade B). This permanent role offers a salary of 29,542 - £35,570 per annum, pro rata for part-time staff, and rests on a 36.5-hour working week.

The Rent Service forms part of the Finance Directorate, handling the annual rent collection for £300 million and related recovery activities. The post is hybrid, with work from Birmingham City Council buildings as required by business needs.

Qualifications

• Experience of income collection from customers in a target-driven environment.
• Knowledge of county court processes desirable.
• Verbal and written communication skills at a high level.
• Ability to plan and prioritise tasks effectively.

Responsibilities

• Contact Birmingham City Council customers by outbound calls to negotiate and take payments and to advise on debt resolution.
• Contact customers by correspondence to explain current rent account status and prompt contact for corrective action.
• Manage cases end-to-end, assess circumstances, and provide guidance in line with policies.
• Access and update information on computer systems with clear and concise notes of interactions.
• Carry out Rent Service administrative tasks as directed by Income Services Team Leaders and Management Officers.

Skills

Income collection

Customer communication

County court processes

Negotiation

Planning & organisation

Job description

Birmingham City Council,
Income Services Officer
Permanent
Grade B – 29,542 - £35,570 per annum (pro rata for part time)
Consultation grade - subject to formal evaluation under the Pay Equity Review
Full time 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.
Knowledge of county court processes and systems would be desirable
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 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.
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 461
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.
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Job Description and Person Specification https://birminghamuploads.birmingham.gov.uk/sites/default/files/10523580/2026-11/Z7882-Income%20Services%20Officer%20Grade%20B-JD-combined.pdf
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.