Income & Tenancy Support Officer (Hybrid/Remote)

Chime Housing; Waterford; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Employer pension contribution up to 11

Job summary

Chime Housing is seeking an Income Officer to manage rent arrears and support residents in sustaining tenancies. The role involves working across a defined patch with tenants, coordinating with welfare services, and applying relevant housing and legal processes to recover debt.

You will liaise with Housing Benefit and the DWP, set up direct debits, and collaborate with Lettings to prevent arrears for new customers. A driving licence and CIH qualification are preferred.

Qualifications

• Proven debt management experience
• Experience presenting in court and understanding legal processes for rent arrears
• Understanding of housing legislation; familiarity with Microsoft Office
• Ability to use Housing Management and Arrears Management systems
• Excellent customer service, communication, negotiation and problemsolving skills
• Strong organisational and time-management abilities
• Able to accurately data input
• Ability to work independently and collaboratively
• Ability to manage confrontation
• Valid driving licence and access to a vehicle
• Good general education or relevant experience
• CIH recognised qualification

Responsibilities

• Manage rent arrears and tenancy-related debts in line with policy, procedures and best practice.
• Reduce debt owed in rent and service charges through early intervention and effective case management.
• Work closely with Lettings colleagues to prevent arrears for new customers.
• Support tenancy sustainment by identifying vulnerabilities and referring to safeguarding, social services, mental health teams and other agencies where appropriate.
• Take appropriate action to prevent arrears escalation, including making affordable repayment agreements, serving notices, preparing legal paperwork and presenting cases in court.
• Monitor payment defaults following legal action and take further steps where required.
• Maintain accurate records and ensure regular contact with tenants.
• Provide advice on budgeting, income and expenditure, and welfare benefits, referring complex cases to specialist agencies.
• Liaise with Housing Benefit and the DWP (Universal Credit) to resolve claims and adjustments.
• Set up and amend direct debits in response to customer or Housing Benefit changes.
• Carry out home visits and office appointments to discuss arrears.
• Reconcile payments and adjustments with the Finance Team.
• Achieve agreed income recovery targets for rent collection and arrears reduction.
• Undertake any other duties appropriate to the role.

Skills

Debt management

Court appearances

Customer service

Negotiation

Data input

Time management

Communication

Problem solving

Teamwork

Education

CIH recognised qualification

Tools

Microsoft Office

Housing Management systems

Arrears Management systems

Job description

Chime Housing is seeking an Income Officer to manage rent arrears and support residents in sustaining tenancies. The role involves working across a defined patch with tenants, coordinating with welfare services, and applying relevant housing and legal processes to recover debt.

You will liaise with Housing Benefit and the DWP, set up direct debits, and collaborate with Lettings to prevent arrears for new customers. A driving licence and CIH qualification are preferred.