What the Job Will Be Doing
* Managing a patch of approximately 850 General Needs, Leasehold and Shared Ownership accounts.
* Proactively managing rent arrears in line with the organisation's income recovery procedures and court protocols.
* Taking ownership of arrears cases, progressing them through each stage of the recovery process, including legal action where appropriate.
* Supporting residents to sustain their tenancies through early intervention and effective income recovery.
* Assisting residents with Discretionary Housing Payment (DHP) applications and referring them to specialist advice services where appropriate.
* Referring vulnerable residents to the internal Outreach Team to ensure they receive the right support.
* Completing income and expenditure assessments and agreeing realistic repayment arrangements.
* Building positive relationships with residents while delivering a firm but fair approach to income collection.
* Working closely with Housing Management, Finance and external partner agencies to achieve positive outcomes.
* Maintaining accurate case records and updating housing management systems.
* Delivering excellent customer service while meeting income collection targets and performance standards.
What You Will Need
* Previous experience working as an Income Officer within a Housing Association or Local Authority.
* Experience managing arrears across General Needs, Leasehold and Shared Ownership portfolios.
* Strong knowledge of rent arrears recovery, tenancy sustainment and legal recovery processes.
* Experience completing income and expenditure assessments and negotiating affordable repayment plans.
* Knowledge of welfare benefits, including Universal Credit and Discretionary Housing Payments (DHPs).
* Excellent communication, negotiation and customer service skills.
* Ability to work independently and manage a busy caseload with minimal supervision.
* Strong problem-solving skills and a collaborative approach to working with colleagues and partner agencies.
* Experience using housing management systems, with knowledge of Rubix being advantageous
Salary description
£25.00 - £25.00 per hour