Location
24 Lilestone Street, London

Hours
Full Time (hours not specified)

Salary
£37,509 per annum

About the Role
As an Income Officer, you will play a vital role in ensuring excellent customer service standards are met while achieving core business objectives and performance targets. You will manage all accounts in arrears within your 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 housing benefit services, social services, NHS staff, solicitors, advice agencies, the DWP, and other relevant bodies. Working closely with the income recovery team, you will offer advice on payment methods and set up and process direct debits, standing orders, internet payments, and DWP direct deductions.

In addition, 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. Your work will contribute to ensuring value for money in all services delivered and support the wider regeneration vision of Westminster City Council.

Experience
Experience working in income management, housing management, or a public sector environment is required. You should have sound knowledge of best practices in income recovery, debt counselling, and debt collection, along with a well-developed understanding of the Welfare Reform Act and the Pre-Action Protocol.

About you
You will be a team player with excellent written, numeracy, and verbal communication skills. Demonstrating enthusiasm and a people-focused attitude is essential. You must be capable of prioritising workload and setting targets while managing competing demands. A commitment to equality and diversity in the workplace is expected.

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

Additional Information
Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers who meet the essential criteria for this role will be automatically invited to interview under the council’s scheme.