Senior Housing Income Officer NW

Construction; Manchester; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Excellent pension plan (up to 6%)

28 days annual leave rising to 31 days

Westfield Health Cash Plan

Life assurance

Volunteer days

Employee Assistance Programme

Job summary

L&Q is recruiting for a Senior Customer Account Lead (Senior Housing Income Officer) to join the Income Management Team in Manchester. The role involves managing complex arrears cases, negotiating payment plans with residents and contributing to reducing arrears and sustaining tenancies.

You will lead by example, coach colleagues, and build strong stakeholder relationships while handling a busy caseload in a fast-paced environment. Hybrid working and a comprehensive benefits package are provided.

Qualifications

• Experience in income collection or arrears management.
• Ability to manage busy caseloads and negotiate with residents.
• Proven stakeholder management and communication skills.

Responsibilities

• Manage a busy caseload of rent accounts and negotiate payment plans.
• Prepare cases for court and ensure compliance with legal protocols.
• Deputise for management and provide leadership to the wider team.

Skills

Income collection

Arrears management

Stakeholder management

Leadership

Coaching colleagues

Customer service focus

Job description

Title: Senior Housing Income Officer NB. The official title for this role is Senior Customer Account Lead.

Contract Type: Fixed Term Contract till 13 th May 2027, Full Time, 35 hours

Salary: Starting from 33,688 to 37,093 per annum depending on experience.

Grade: 7

Reporting Office: Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 24 th November 2026 - 03:00 pm

Interview Dates: c. week commencing 7 th of December 2026 - via Ms Teams

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.

Join our Income Management Team at L&Q:

We're looking for an experienced housing income professional who can confidently manage complex arrears cases, lead by example and support colleagues to deliver excellent outcomes for residents.

This is a great opportunity for someone who thrives in a fast-paced environment, enjoys supporting others to succeed and is passionate about making a positive difference for residents.

Our Income Team play a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same.

You’ll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast-paced, high-volume role where your decisions directly impact residents and help reduce arrears.

Your impact in the role:

• Act as a senior point of contact for the team, offering day-to-day guidance and support on complex cases and customer outcomes.


• Coach and develop colleagues to improve performance, quality and customer experience.


• Support onboarding and training activities for new team members, helping them develop the skills and knowledge required for success.


• Build and maintain strong stakeholder relationships across the business to resolve issues and drive positive outcomes.


• Deputise for management colleagues when required, providing leadership, direction and support to the wider team.


• Promote a culture of collaboration, accountability and continuous improvement.

What you'll bring:

• Experience in income collection or equivalent, arrears management and tenancy sustainment.


• Excellent communication, negotiation and stakeholder management skills.


• The ability to make sound decisions and resolve complex customer situations.


• Experience coaching, supporting and developing colleagues.


• A proactive, organised approach with a focus on performance and continuous improvement.


• A commitment to delivering outstanding customer service while balancing commercial and customer outcomes.

Living Our Values

• Stepping Up - taking ownership, supporting colleagues and prioritising actions that deliver the greatest impact.


• Seeing Things Through - showing accountability, following through on commitments and finding the best outcomes for residents.


• Supporting Each Other - working collaboratively, sharing knowledge and creating an inclusive environment where colleagues feel valued and heard

If you require any reasonable adjustments at any stage during this process, including application stage, please email (url removed)

About L&Q:

We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Our purpose is simple - to provide social homes and landlord services that everyone can be proud of.

250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business, and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and shouldbedemonstrated at all times, and all levels, when representing L&Q.

At L&Q, we know that diversity and inclusion make us stronger - and they're at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We're proud to be recognised for creating an inclusive workplace. We're a Disability Confident Leader (Level 3) and we've introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It's all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here .

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.