We are looking for a motivated and customer‑focused Income Management Officer to join our team. In this key role, you will deliver a proactive and supportive income‑management service that helps tenants sustain their tenancies and ensures the effective collection and maximisation of rental income and housing‑related charges.

You will work directly with tenants who may be struggling with arrears, providing a compassionate and solutions‑focused approach through home visits, interviews, and ongoing engagement. By offering clear advice and tailored guidance, you will help households manage their payments confidently and improve their overall financial stability.

A core part of the role involves managing and recovering outstanding arrears and service charges, including negotiating realistic repayment plans in line with policy and best practice. Where necessary, you will take formal action—such as serving notices—ensuring all processes are completed professionally and fairly.

You will also work closely with the Department for Work and Pensions to arrange Alternative Payment Arrangements (APAs) for tenants who need extra support, and you'll maintain accurate records of all interactions, decisions, and financial‑assistance payments made to landlords.

By monitoring income‑collection performance and identifying early trends or risks, you will provide valuable insights and regular updates to the Tenancy Accommodation Manager. You will also collaborate closely with Housing Officers and Tenancy Management Officers to ensure a consistent and coordinated approach to managing rent accounts and supporting households.

If you are passionate about helping people sustain their homes, improving financial wellbeing, and delivering excellent customer service, this is a role where you can make a meaningful difference every day.

Our Housing Needs Team is a passionate, people‑centred group dedicated to making a real difference in the lives of local residents. We work together to prevent homelessness, support households through challenging circumstances, and help people secure safe, stable, and sustainable accommodation.

You'll be joining a supportive, solution‑focused team that values collaboration, compassion, and innovation. We share knowledge, celebrate successes, and work closely with colleagues across Housing, Support, and external partners to achieve the best possible outcomes for the people who rely on us.

Every day brings fresh challenges and opportunities to make a meaningful impact—and you'll never be on your own. Whether it's problem‑solving a complex case, exploring new ways to improve services, or supporting a colleague, we work together as one team with a shared purpose.

You'll bring a strong foundation of experience from income management, housing, customer service, or debt recovery, along with the confidence to engage with customers who may be facing financial challenges. You understand how to monitor rent accounts, identify concerns early, and take appropriate action to help prevent arrears from escalating.

You're comfortable supporting customers with financial, welfare, or benefits‑related issues, offering clear, practical advice while showing empathy and professionalism. Your approach is solution‑focused, and you're able to balance the needs of tenants with organisational responsibilities.

You'll have experience working with housing management systems and maintaining accurate, detailed case records. You're organised, proactive, and confident using data to inform your decisions and keep caseloads on track.

Most importantly, you're someone who cares about making a difference—helping people sustain their homes, improve their financial wellbeing, and achieve better outcomes