Income Officer
Known internally as Income Collection Officer
- Salary: £37,364.00 - £38,684.00 per annum
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Contract Type: Fixed Term (12 months)
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Working Hours: 36.25 hours per week
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Service area: Housing Operations, Progress Housing Group
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Office basis: Agile - with travel for tenant visits, monthly team meetings, training and ad hoc meetings as required
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Location: Leyland, with travel across Kendal, Lancaster and Garstang
At Progress Housing Group, your work supports communities and changes lives.
We make sure every day is an opportunity to make a meaningful difference - where you work with purpose, your growth is supported, and you are proud to belong.
From inclusive recruitment practices to tailored support at work, we create an environment where everyone can succeed.
The role
- As an Income Collection Officer, you will work as part of an Area Housing Team, supporting tenants and residents across general needs, independent living and leasehold services with all aspects of income collection
- You will be responsible for making contact with customers in rent arrears, providing clear information about their account, agreeing payment arrangements and taking appropriate action to help minimise and recover debt.
- You will take a person-centred approach, supporting customers who may be struggling by helping them access the right advice, including support around Housing Benefit, Universal Credit and wider tenancy sustainment.
- You will prepare cases for legal action where required, including court-related paperwork and representation, ensuring this is progressed appropriately and only as a last resort in line with procedures.
- Working collaboratively with colleagues and external partners, you will help deliver a quality, performance-focused income management service that supports customers while contributing to key performance targets.
What we’re looking for
Essential
- A passion for delivering excellent customer service and helping people sustain their tenancies.
- Excellent communication skills and the ability to build positive relationships with a wide range of customers.
- Empathy, resilience and a customer-focused approach when supporting people through challenging situations.
- A positive attitude, strong problem-solving skills and the determination to achieve successful outcomes.
- Full, clean driving licence and access to a vehicle for business purposes.
Desirable
- Experience in income collection, rent arrears management or tenancy support.
- Knowledge of housing, welfare benefits and income maximisation.
- An understanding of the challenges facing tenants and the support available to help them sustain their tenancy.
- Experience working in a housing, social care or customer-focused environment.
Our offer to you
Competitive pay, flexible leave options and benefits that help you thrive - personally and professionally.
Financial
- Competitive salary with occupational sick pay
- Pension scheme with matched contributions of up to 7.5%
- Salary sacrifice Greencar lease scheme
Work-life balance
26 days holiday, plus bank holidays rising to 31 after 5 years’ service (pro rata if part time) - option to purchase further days and a paid day off for your birthday.
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Agile working (role dependent) with hybrid and flexible working options
- Family friendly policies with enhanced leave
Wellbeing
- Learning, training and career development opportunities
- Employee Assistance Programme and Medicash
About Progress Housing Group
More than three decades on, our commitment to helping people find the right place to live remains at the heart of what we do.
People trust us to create a place for them to call home and to provide outstanding support services and opportunities to help them to live their best lives.
Whether it is an affordable home, supported housing, technology-enabled care solutions, or services supporting those in crisis, we make a meaningful difference to thousands of people, every day.
We are ambitious and we are looking for people who are motivated, dynamic, and committed to delivering the highest standards for our tenants and customers.
Our sector plays a crucial role in contributing to a fairer, and more equitable society. Working here offers a genuine opportunity to positively influence communities and people’s lives.
Looking forward at Progress
Social purpose, innovation and sustainability are at the heart of our organisation.
We’re investing in our people, technology and services to build a more resilient, sustainable and equitable future for our customers and communities.
Diversity & Inclusion Statement
We welcome applications from everyone and particularly encourage applications from underrepresented groups.
Inclusion matters here, and we’re committed to creating a workplace where everyone can belong and thrive.
AI Statement
We support the ethical and transparent use of AI to drive innovation and efficiency.
However, authenticity is important to us, and we will prioritise applications that clearly reflect your experience, voice and originality
Next steps
Closing date: 08:59am on Monday 27 July 2026
Shortlisting date: W/C 27 July 2026
Interview date: 4 & 5 August 2026
Interview type: In person at our Leyland office
