Rent & Income Support Officer

Irwell Valley Homes; Sale; On-site; GBP 30,000 - 37,000; Full time

Job summary

Irwell Valley Homes in Greater Manchester is seeking a Rent & Income Support Officer to deliver rent and service charge income management and support tenants to sustain their tenancies.

You will assess affordability, intervene early, and work with customers and external partners to achieve sustainable outcomes. Travel between locations is required; DBS check will be completed.

Qualifications

• Experience in housing, income collection, benefits/welfare, or related customer support.
• Confident supporting customers through challenging financial circumstances.
• Ability to manage cases and apply procedures fairly.
• Strong communication and problem-solving with empathy.
• Good digital skills and willingness to learn social housing knowledge.

Responsibilities

• Deliver rent and service charge income management and improve collection performance.
• Provide early intervention and tailored support to help customers manage affordability.
• Manage arrears and recovery actions fairly and proportionately.
• Work with customers and partners to achieve sustainable outcomes.
• Travel between locations; occasional evenings/weekends; DBS check.

Skills

Housing experience

Income collection

Benefits/welfare

Customer support

Case management

Communication skills

Problem solving

Digital skills

Job description

Rent & Income Support Officer

Manchester, Greater Manchester

£33,417.56 per annum

12 Months Fixed Term Contract, Full Time (35 hours per week)

Closing date: 6th November 2026

Interview date: Week Commencing 16th November 2026

Interview location: Oaklands House, Suite 2, Second Floor, Oaklands House, 34 Washway Road, Sale, M33 6FS

Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.

As a not-for-profit housing association, providing affordable homes and services to more than 20,000 people across Greater Manchester. We have a strong social purpose and make it our mission to enable people to live well in their home and community.

This role will help us to do this by delivering effective rent and service charge income management, supporting strong collection performance while helping customers to sustain their tenancies. You’ll provide early intervention and tailored support to help customers manage affordability pressures, maximise their income and address rent arrears at the earliest opportunity.

You’ll work closely with customers who are struggling to meet their rent or arrears payments, providing early intervention, guidance and practical support and working collaboratively with colleagues and external partners to achieve sustainable outcomes. You’ll manage arrears and recovery action fairly, consistently and proportionately, ensuring support and engagement are prioritised before escalation and that any formal action is taken in accordance with our policies, the Pre-Action Protocol and relevant legislation.

We need people who have

• Experience in housing, income collection, benefits/welfare, financial services or a similar customer support environment
• Confidence supporting customers through challenging or sensitive financial circumstances
• The ability to manage cases, apply procedures fairly and make sound decisions
• Strong communication and problem-solving skills with an empathetic approach
• Good digital skills and a willingness to develop knowledge of social housing, benefits and rent recovery

This role involves agile working and travel between locations, so you’ll need access to your own vehicle, a valid driving licence, MOT and business-use insurance. Some evening and weekend working may occasionally be required. Appointment is subject to a satisfactory DBS check.

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity.

We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.

If you want to be part of our team and help us make a difference, we’d love to hear from you.

You may use AI tools to support your application, but any content submitted must accurately reflect your own skills, experience, qualifications and suitability for the role. During the recruitment process, you may be asked to discuss and provide evidence of the information contained within your application.

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