Job Information Income Officer
Job Type Full-time
Duration Permanent
Department Housing
Category Finance
Sub Category Income
Shift 9 AM to 17 PM
Minimum Education University - BA
Degree Title Housing Qualification or Equivalent
Minimum Experience 2 Years (Income Management, Excellent Customer Service)
Age 25 Years Plus (Experienced) - 25 Years Plus (Experienced)
Job Status
Start Publishing 30-06-2016
Stop Publishing 07-07-2016
[London,United Kingdom ]

An exciting opportunity for an ambitious, customer focused individual with a positive can do approach to join our Private Finance Income Team.

Working as part of a high performing team you will provide excellent customer service to our residents whilst maximising the collection of rental income.  You will be responsible for a broad range of duties including, taking appropriate arrears recovery action against all outstanding debts, preparing and serving relevant notices, preparing and submitting Possession Claims and Eviction Warrants, representing the organisation at Court Hearings, tenancy sustainment and other external meetings. 

This is a challenging role requiring a proven track record of income management, coupled with the ability to deliver excellent customer service.

Rent Recovery Specialism

  • Maximise rental income for the Association but ensuring the key principles of customer care are adhered to and the needs of vulnerable tenants are met.
  • Work with tenants from sign up to prevent debt from occurring.
  • Negotiate realistic repayment agreements taking into account financial circumstance.
  • Give advice on rent payment options.
  • Understand and make referrals to the welfare benefits team.
  • Work effectively with external partners.
  • Assist tenants with support needs to access services to enable tenancy sustainment.
  • Liaise effectively with local authority housing benefit and homelessness services.
  • To provide practical assistance by helping residents where necessary to complete welfare benefit applications, deal with correspondence and apply for backdated welfare benefits.
  • Arrange welfare benefit advice and debt counseling services for tenants who need it.
  • Manage a complex caseload and instigate legal action as necessary for the recovery of debt
  • Attend the County Court to present cases where possession is required to minimise income loss to the Association.
  • Be an advocate for residents to ensure they can access all key services both internally and externally.
  • Sign up new tenants explaining policies and services, tenant’s legal and welfare rights and tenancy obligations.
  • Promote resident involvement by attending and servicing meetings. Work with resident representatives to improve service delivery and taking full account of resident’s needs.
  • Assist tenants with support needs to access services to enable tenancy sustainment
  • Work effectively with external partners.
  • Good understanding of the welfare reform changes and the impact
  • Recovery of rent arrears from tenants affected by bedroom tax and other benefit changes.
  • Have a flexible approach to working hours, including evenings and occasional weekend work.
  • Work closely with colleagues to achieve team targets on rent arrears, sustaining tenancies, tenancy audits and maximising the organisations income stream.

Ideally you will hold or be working towards a housing qualification or equivalent, and have experience of working in a similar environment.  More importantly we are looking for a self-motivated, committed individual with an ability to communicate effectively at all levels.


  • Numerate and literate to a minimum GCSE or equivalent standard
  • Computer literate with knowledge of Word and Excel packages
  • Understanding of customer care and quality issues
  • Knowledge of relevant housing legislation
  • Experience of reducing arrears through regular monitoring and negotiation.


  • Recognised qualification in housing management or other relevant degree.
  • Membership of the Chartered Institute of Housing
  • Minimum of one years experience in housing management within a housing association or local authority
  • Thorough and applied knowledge of housing management techniques
  • Welfare Benefits knowledge
  • Welfare Reform and Benefits changes knowledge
  • Experience of working for a developing organisation
  • Experience of presenting cases in court
  • Knowledge of Universal Housing computer package

Experience of working in an organisation where quality systems have been introduced

Preferred Skills

If you are a confident communicator and an enthusiastic customer focused, proactive professional then we would like to hear from you.


  • Outstanding oral and written communication skills
  • Good organisational skills and ability to prioritise own workloads
  • Understanding of the Association's objectives, policies and procedures and ability to apply them accordingly
  • Access to a car that can be used for business purposes and have a full UK driving license
  • Self-motivated, performance driven with initiative to assess complex situations and make decisions quickly and effectively and deliver excellent customer service.
  • Ability to work outside of normal working hours on occasion to attend meetings.
  • A positive ‘can do’ attitude
  • Ability to take ownership and empower others accordingly
  • Professional, friendly, honest and open approach with the ability to work effectively and in partnership with others both internally and externally.
  • Contributes to company policies on environmental issues.
  • Contributes to company policies on H&S.
  • Contributes to company policy on equality & diversity.
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