Housing Income Officer

Income Officer - 6 months Fixed Term Contract - Start asap 

Role Purpose 

To support customers in sustaining their tenancies via providing a proactive, efficient, customer-focused service that involves early intervention, clear and consistent communication, and collaborating with customers, colleagues, and stakeholders to offer tailored support where needed; helping customers retain tenancies, minimising evictions due to rent arrears, reducing homelessness, preventing arrears and protecting Raven income. 

Key Relationships - Internal 

• Housing Officers 

• Customer Service Centre 

• Customer Wellbeing & Inclusions Teams, particularly Financial Inclusion 

• Customer Experience & Engagement Teams 

• Finance team 

Key Relationships - External 

• Customers 

• Local authorities 

• DWP 

• CAB and similar charities 

Essential Knowledge, Skills and Experience 

• Rent account management including performance measures and case management 

• Knowledge of Housing Law, court processes and debt recovery routes 

• Awareness of the social housing sector 

• High levels of financial acumen 

• Full clean driving licence 

Maximise Income Collection 

• Proactively manage arrears caseloads 

• Issue legal notices and represent Raven in proceedings 

• Monitor rent accounts and ensure compliance 

Support Tenancy Sustainability 

• Identify vulnerabilities and prevent arrears escalation 

• Develop repayment plans 

• Signpost welfare advice and support 

Enhance Customer Engagement 

• Build positive customer relationships 

• Promote digital self-service and payment methods 

Collaborate to Improve Outcomes 

• Work with internal teams and external partners 

• Visit customers for advice and intervention 

Ensure Compliance and Performance 

• Maintain case records 

• Meet income recovery targets 

• Support process improvements 

Key Performance Indicators 

• Performance against arrears targets 

• Customer satisfaction with rent 

• Overall customer satisfaction 

• Arrears case completion 

• Percentage of calls answered 

• Meeting team and personal objectives