Location
Kings Hall Mews, London with reporting offices in Stratford or Manchester, Trafford. Occasional travel to West Ham Lane, Stratford Office for team collaboration.

Hours
Full Time - 35 hours per week

Salary
Starting from £32,881 per annum (London weighted salary) or £28,886 per annum (Regional salary)

About the Role
Join our Income Management Team at L&Q during an exciting time of transformation. As a Housing Income Officer, you will take ownership of a portfolio of accounts, working proactively to reduce arrears and maximise income. This fast-paced, contact role involves daily communication with residents, negotiating repayment plans, and making confident decisions to progress cases. You will also be responsible for preparing and referring cases for court and attending hearings when required. Your role is key to reshaping how we deliver services and supporting residents to maintain their tenancies.

Your impact in the role
- Manage your own portfolio of accounts, reducing arrears and minimising bad debt.
- Negotiate and agree repayment plans with residents in line with policies and pre-court protocols.
- Support residents to maximise their income by signposting to welfare, employment, and money advice services.
- Attend court hearings when required.
- Handle inbound and outbound calls in a high-volume environment.
- Take appropriate action to recover debt, including serving notices and preparing court applications.

Benefits
Excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours paid volunteering days, lifestyle benefits, Employee Assistance Programme and more.

Experience
- Proven experience in customer service within a fast-paced, challenging environment.
- Strong background in debt recovery, arrears management, or income collection.

About you
- Understanding of welfare benefits and their impact on residents.
- Excellent listening, influencing, and negotiation skills.
- Ability to stay calm and resilient during difficult conversations.
- Strong organisational skills with the ability to prioritise and meet deadlines.
- Confidence in making sound, independent decisions.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and skills are essential to succeed in this role.