Income Officer

Income Recovery Officer
Full Time | 37.5 hours | Monday–Friday | Permanent

£38,215.32 + benefits

We’re looking for a proactive and resident-focused Income Recovery Officer to join a busy housing team, working to maximise rental income while supporting residents to sustain their tenancies. This is an opportunity to play a key role in preventing debt, managing arrears, and delivering positive outcomes for both residents and the organisation.

The Role

As Income Recovery Officer, you’ll manage a portfolio of rent accounts, taking early and effective action to prevent and recover arrears while supporting residents through advice and engagement. You’ll:

• Maximise income collection in line with policies, procedures, and performance targets.

• Review and prioritise accounts, taking timely action to prevent debt and recover arrears.

• Build constructive relationships with residents, demonstrating empathy and understanding.

• Manage credit balances and former tenant arrears, ensuring prompt action and recovery.

• Use telephone, written correspondence, home visits and evening/weekend contact where required.

• Maintain accurate records and fully utilise IT systems to track recovery activity.

• Stay up to date with welfare reform, Housing Benefit, Universal Credit, and legislative changes.

• Prepare and serve legal notices, court documentation, and attend hearings and evictions where required.

• Work collaboratively with support services, money advice agencies, HB teams, DWP and solicitors.

• Assist residents with benefit maximisation and support referrals for those in need.

• Contribute to the review of income recovery policies, procedures and systems.

• Act as duty officer on a rota, providing advice on arrears, ASB and tenancy-related issues.

About You

You’ll bring proven experience in income management and arrears recovery, along with a customer-focused approach and strong negotiation ability. You will also have:

Essential

• Experience managing arrears and taking possession/legal action.

• Strong knowledge of welfare benefits and income-related legislation.

• Excellent communication, negotiation, and time management skills.

• Ability to work effectively with challenging or vulnerable residents.

• Confident use of IT systems and ability to learn new platforms.

• A flexible, empathetic and solution-focused approach.

• Ability to work independently and under pressure while meeting deadlines.

Desirable

• Experience in social housing income recovery or tenancy management.

• Understanding of the wider social housing sector.

• Ability to work outside normal office hours as needed.

This is a great opportunity for someone passionate about supporting tenants while ensuring the organisation meets its income targets.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd, who are operating as a recruitment agency and business.