Specialist Housing Income Recovery Officer

READING BOROUGH COUNCIL; Reading; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local government council in Reading is seeking an enthusiastic individual for an income management role. This position involves visiting residents, supporting income collection, and providing welfare benefits advice. Candidates should have excellent customer service skills and a proactive approach. The role offers a competitive salary along with generous benefits including a Local Government Pension Scheme and flexible working opportunities.

Benefits

Generous holiday entitlement

Local Government Pension Scheme

On-site day nursery

Lease car salary sacrifice scheme

Qualifications

• Experience in income management or debt recovery/collection (preferably in a social housing environment).
• Ability to work without close supervision.
• Preferable to have a full driving licence.

Responsibilities

• Visit residents in their homes to discuss affordable payment arrangements.
• Support customers to ensure optimal income collection.
• Provide expert welfare benefit and income maximisation advice.
• Assist in preparing applications for court.

Skills

Excellent customer service skills

Self-starter with proactive approach

Effective decision-making skills

Understanding of recovery process

Working knowledge of welfare benefits

Job description

23 Month contract, Full-time hours - 37 per week.

We are seeking an enthusiastic, empathetic, passionate, organised and team‑oriented individual who enjoys a challenge. Working in the income team is not just about collecting rent but about trying to make a difference to the people's lives we work with and strengthen communities.

Our Housing and Communities Teams are passionate about the people who live in Reading; our vision is for everyone to have the opportunity to live in a good quality sustainable home within a lively and thriving neighbourhood. We have a great track record in building strategic partnerships, successfully bidding for Government funding, and major project delivery.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

This role, although contractually office‑based, allows for hybrid working with an aim of making it easier to manage workloads and a work/life balance. You will also be out and about on the estates, visiting people in their homes. This is a very varied and rewarding role where no two days are the same. One day you will be visiting residents in their home to discuss affordable payment arrangements and the next carrying out tenancy sign‑ups.

You will be creative in your approach to support customers and ensure optimal income collection. You'll also carry out a range of tasks including looking at dedicated accounts and really getting to know your tenants, providing expert welfare benefit and income maximisation advice, assisting in preparing applications for court, organising and attending case conferences and court hearings. You will have an eye for detail and will want to do the best by our residents in supporting them to sustain their tenancies.

Key responsibilities

• Visit residents in their homes to discuss affordable payment arrangements and carry out tenancy sign‑ups.
• Support customers and ensure optimal income collection.
• Carry out a range of tasks including looking at dedicated accounts and getting to know your tenants.
• Provide expert welfare benefit and income maximisation advice.
• Assist in preparing applications for court, organising and attending case conferences and court hearings.
• Maintain eye for detail and support residents to sustain their tenancies.

Required experience and skills

• Experience in income management or debt recovery/collection up to court applications (preferably in a social housing environment, although this is not essential).
• Understanding of the recovery process and the challenges of recovery.
• Excellent customer service skills.
• Working knowledge of welfare benefits or an ability to learn, understand and give advice on welfare benefits.
• Self‑starter with a proactive approach and ability to work without close supervision.
• Effective decision‑making skills, diplomatic and confidential approach, and ability to prioritise a busy workload.
• Preferable to have a full driving licence.

To help us understand your motivations and suitability for the role

We strongly encourage you to complete the personal statement outlining your experience, skills, and what makes you a great fit.

As part of our Team Reading values, you will play your part in making Reading successful and vibrant.

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. Reading Borough Council is a Disability Confident Employer and is committed to recruitment and continued employment of people with disabilities.

Benefits

A competitive salary alongside a range of benefits including:

• Generous holiday entitlement – 25 days holiday each year plus bank holidays, rising to 33 days after 10 years' service, with the option to buy additional leave.
• A wide range of flexible working opportunities.
• Modern working environment at the Civic Offices in the heart of Reading.
• Local Government Pension Scheme (LGPS).
• Life Assurance – three times your annual salary (for members of the LGPS).
• On‑site day nursery (Kennet Day nursery) rated outstanding by Ofsted.
• Season Ticket Loan to help with the cost of your rail/bus journey to & from work.
• Lease car salary sacrifice scheme allowing you to lease a brand‑new, greener car for three years. The monthly fee includes insurance, servicing and road tax.