Key Responsibilities and Required Skills for an Income Officer

🎯 Role Definition

As an Income Officer, you will be at the heart of our tenancy sustainment and financial inclusion efforts. This dynamic role requires a unique blend of empathy and assertiveness. You will be responsible for proactively managing a portfolio of rent and service charge accounts to maximize income collection while providing compassionate and effective support to residents facing financial difficulties. You will serve as a primary point of contact for tenants regarding their accounts, offering expert advice on welfare benefits and debt management. Success in this position is critical for maintaining our organization's financial stability and, most importantly, for helping our residents thrive in their homes. You will work collaboratively with housing teams, support services, and external agencies to achieve positive outcomes for both the resident and the organization.

📈 Career Progression

Typical Career Path

Entry Point From:

Housing Assistant / Housing Administrator
Customer Service Advisor (within Housing/Finance)
Welfare Benefits Advisor
Credit Controller / Collections Advisor

Advancement To:

Senior Income Officer / Income Team Leader
Income Manager / Head of Income
Tenancy Sustainment Manager
Housing Manager

Lateral Moves:

Housing Officer
Financial Inclusion Officer
Tenancy Sustainment Officer

Core Responsibilities

Primary Functions

Proactively manage a designated portfolio of residential rent and service charge accounts to maximize income collection and effectively minimize arrears.
Monitor accounts for early indicators of debt, implementing preventative measures and offering immediate support, advice, and intervention.
Negotiate, establish, and regularly monitor realistic and sustainable repayment agreements with residents who have fallen into arrears.
Provide comprehensive and up-to-date welfare benefit advice, actively assisting residents in maximizing their income by identifying and helping them apply for all eligible benefits, including Universal Credit and Housing Benefit.
Confidently represent the organization at County Court and eviction proceedings for rent arrears cases, ensuring all case files are meticulously prepared and presented.
Prepare and serve all necessary legal notices, including Notices of Seeking Possession (NOSP) and Notices to Quit (NTQ), in strict accordance with current legislation and regulatory requirements.
Work collaboratively and maintain strong communication channels with Housing Officers, Tenancy Support Teams, and other internal departments to provide a holistic, wrap-around support service to residents.
Conduct both home visits and office-based interviews with residents to thoroughly discuss arrears, assess their financial circumstances, and develop tailored support plans.
Maintain exceptionally accurate, detailed, and contemporaneous records of all casework, resident communications, and actions taken on the housing management system.
Identify and appropriately refer complex cases involving vulnerability, safeguarding concerns, or significant financial hardship to specialist internal support teams or external partner agencies.
Manage the end-to-end legal process for debt recovery, from pre-court actions through to the enforcement of possession orders, ensuring all procedural steps are followed with precision.
Develop and nurture strong, productive working relationships with external partners, including local authority housing benefit departments, the Department for Work and Pensions (DWP), and various debt advice charities.
Take full responsibility for processing and managing court applications, preparing detailed witness statements, and assembling comprehensive court bundles for legal proceedings.
Generate and analyze regular performance reports on arrears levels, collection rates, legal action status, and key performance indicators for the Income Team Manager.
Champion and embed a customer-centric approach to income recovery, skillfully balancing the business need for collection with the organization's core mission of tenancy sustainment.
Stay consistently informed about changes in welfare reform, housing legislation, data protection, and debt recovery best practices to ensure compliant and effective service delivery.
Manage the recovery of former tenant arrears, including tracing former residents and pursuing outstanding debts through small claims court or third-party collection agencies.
Oversee and reconcile tasks related to direct payments from Universal Credit and Housing Benefit, promptly resolving any discrepancies or payment interruptions.
Thoroughly investigate and resolve disputed rent and service charge accounts, liaising with relevant internal teams to ensure complete accuracy and transparency for the resident.
Empower residents with financial literacy skills, offering practical guidance on budgeting and money management to build financial resilience and prevent future debt.
Actively participate in resident engagement initiatives and financial inclusion projects designed to promote long-term financial well-being across our communities.
Undertake detailed affordability assessments for new and existing tenants to ensure that all tenancies are financially sustainable from the outset.

Secondary Functions

Support the wider housing and property management teams with tenancy-related queries and collaborative casework.
Contribute to the regular review and continuous improvement of income collection policies, procedures, and service delivery standards.
Collaborate with business units to translate data needs into engineering requirements.
Actively participate in team meetings, training sessions, and performance reviews to foster personal and professional development.

Required Skills & Competencies

Hard Skills (Technical)

In-depth, practical knowledge of the UK welfare benefits system, particularly Universal Credit, Housing Benefit, and Discretionary Housing Payments.
Proven experience in a fast-paced rent arrears recovery or income management role, ideally within a social housing provider, housing association, or local authority.
A strong working understanding of housing law, landlord and tenant legislation, and the pre-action protocol for rent arrears.
Demonstrable experience in preparing legal documents (e.g., NOSP, court applications) and representing an organization at County Court.
High proficiency in using specialist housing management software (e.g., Northgate, Civica, Orchard) and the full Microsoft Office Suite (especially Excel, Word, and Outlook).
Strong numeracy and analytical skills, with the ability to manage complex financial accounts, calculate arrears, and structure viable repayment plans.
Comprehensive knowledge of debt advice principles, money management techniques, and financial inclusion strategies.
Experience with former tenant arrears recovery processes and tracing techniques.
Ability to accurately interpret and apply complex policies, legal procedures, and regulatory requirements.
Exceptional caseload management skills, with the ability to prioritize a demanding workload and meet tight deadlines.

Soft Skills

Outstanding verbal and written communication skills, with the ability to handle sensitive, confidential, and often difficult conversations with empathy and professionalism.
Strong negotiation, persuasion, and influencing skills to achieve positive and mutually agreeable outcomes.
A high degree of emotional intelligence, empathy, and personal resilience when dealing with vulnerable individuals and challenging situations.
First-class organizational and time-management abilities to effectively manage a high-volume, deadline-driven workload.
A proactive, solution-focused, and results-oriented approach to problem-solving.
An assertive yet fair disposition, capable of making difficult decisions when necessary.
Ability to work effectively both independently on a self-managed basis and collaboratively as a key member of a supportive team.
Meticulous attention to detail and a strong commitment to maintaining accurate, high-quality records.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent, supplemented by significant relevant work experience.

Preferred Education:

Associate's or Bachelor's Degree.
A relevant professional qualification, such as from the Chartered Institute of Housing (CIH) or Institute of Revenues Rating and Valuation (IRRV).

Relevant Fields of Study:

Social Policy / Public Administration
Housing Studies
Law / Paralegal Studies
Finance / Accounting

Experience Requirements

Typical Experience Range:

A minimum of 2-5 years of direct experience in an income collection, credit control, or arrears management role.

Preferred:

Significant, demonstrable experience working as an Income Officer (or in a similar capacity) for a social housing provider or local authority, with a proven track record of successfully reducing arrears and supporting tenants.