Location
Housing Service Centre, 1-3 Charlwood Street, London, SW1V 2ED

Hours
36 hours per week

Salary
£35,493 - £39,915 per annum, negotiable depending upon experience

About the Role
As an Income Officer, you will play a vital role in ensuring excellent customer service standards while meeting core business objectives and performance indicators. You will manage accounts in arrears within the area, including printing arrears reports, drafting letters and possession proceedings, serving legal notices, visiting homes, managing universal credit cases, and providing evidence in court on behalf of the council.

You will liaise with the housing benefit service, social services, NHS staff, solicitors, advice agencies, the DWP, and other relevant agencies. Working closely with other income recovery team members, you will offer advice on payment methods and set up and process direct debits, standing orders, internet payments, and DWP direct deductions.

Additionally, you will provide a holistic service to residents, including trial calculations for housing benefit and other entitlements, income and expenditure assessments, applications for charitable grants and discretionary housing payments, provision of food vouchers, and referrals to advice and advocacy agencies.

Experience
Experience working in income management, housing management, or a public sector environment is required. Sound knowledge of best practices in income recovery, debt counselling, and debt collection is essential. A well-developed understanding of the Welfare Reform Act and the Pre-Action Protocol is also required.

About you
You will be a team player with excellent written, numeracy, and verbal communication skills. You should be able to demonstrate enthusiasm and possess a people-focused attitude. The ability to prioritise workload, set targets, and manage competing demands is important. Commitment to equality and diversity in the workplace is essential.

Qualifications
GCSE passes (or equivalent) at grades A to C, including English and Mathematics, are required.