Do you have excellent communication skills, strong negotiation abilities, and a passion for supporting customers to sustain their tenancies? We’re looking for an Income Officer to join our team and play a vital role in managing rent accounts while working closely with customers to prevent and reduce rent arrears. This role offers the opportunity to make a real difference by supporting customers to access the right advice and financial support while ensuring effective income collection.
This role is offered on a full-time basis, working 37 hours per week on a 12-month fixed-term contract. This position operates on a hybrid working arrangement, with office attendance required on Mondays and Wednesdays at our St Helens office and the remainder of the week working from home.
What you’ll be doing:
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Manage a designated patch of rent accounts, ensuring rental income is collected effectively and arrears are minimised.
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Monitor accounts proactively, identifying arrears early and taking appropriate action in line with policies and procedures.
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Work directly with customers to agree sustainable repayment plans and provide support to help maintain tenancies.
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Provide guidance on welfare benefits, Universal Credit, and financial support options, signposting customers to specialist services where appropriate.
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Take appropriate action in line with the arrears recovery process, including preparing cases for legal action when necessary.
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Maintain accurate records and case notes using housing management systems to ensure clear audit trails.
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Work collaboratively with internal teams and external partners, including support services and local authorities, to support customers and maximise income recovery.
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Contribute to achieving rent collection and arrears reduction targets.
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Promote early intervention and financial inclusion, supporting customers to manage their finances and avoid escalation of debt.
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Ensure all work is carried out in line with relevant legislation, organisational policies, and best practice.
What we’re looking for:
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Experience working in income management, housing, debt recovery, or a similar customer-facing role.
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Knowledge of rent arrears management and income recovery processes, ideally within social housing.
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Understanding of welfare benefits, Universal Credit, and financial inclusion support.
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Strong communication and negotiation skills with the ability to build positive relationships with customers while managing challenging situations.
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Ability to manage a busy caseload, prioritising work effectively to meet deadlines and performance targets.
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Experience maintaining accurate records and case management systems.
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A customer-focused and empathetic approach, with the ability to support vulnerable customers.
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Good organisational and problem-solving skills.
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A commitment to health and safety, equality, and excellent customer service.
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Full UK driving licence and willingness to travel as required.
Interview Process:
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Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge, and skills required for the role. Interviews will be held at our St Helens Office on 15th and 16th April 2026
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
Right to work verification
Qualification certificate check (where applicable)
Two completed references
Occupational Health questionnaire – Fit for Work
DBS check (if required for the role)
Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
