The Role
As an Income Officer, you will manage a caseload of rent accounts across a range of housing tenures, ensuring effective income collection, preventing arrears, and recovering housing-related debt. Working closely with residents, you'll provide advice and support to help sustain tenancies while taking appropriate recovery action in line with housing legislation and council procedures.
You'll play a key role in maximising rental income, supporting residents with Universal Credit processes, and delivering an excellent customer-focused service.
Key Responsibilities
- Manage a portfolio of rent accounts and proactively prevent rent arrears
- Recover current and former tenant debt across a range of housing tenures
- Support tenants with rent-related issues and payment arrangements
- Administer Universal Credit rent verifications, managed payments and alternative payment arrangements
- Undertake home visits where required
- Prepare legal documentation and support court or tribunal proceedings when necessary
- Liaise with internal departments and external agencies to maximise income collection
- Maintain accurate records and provide management information and reports
- Deliver excellent customer service whilst achieving collection targets and service standards
Essential Requirements
Previous income collection experience within a housing rents environment
Proven experience of rent arrears recovery and income collection
Experience using Northgate Housing and RentSense
Knowledge of housing income recovery practices and rent collection processes
Strong understanding of welfare benefits and Universal Credit
Excellent customer service and communication skills
Ability to manage a busy and varied caseload independently
Experience working within strict policies, procedures and collection targets
Strong organisational and case management skills
Desirable Knowledge
- Housing legislation relating to rent recovery and tenancy management
- County Court and First-Tier Tribunal processes
- Local authority housing services
- Debt recovery and enforcement procedures