Location
Housing Service Centre, 1-3 Charlwood Street, London

Hours
Full Time (hours not specified)

Salary
£39,915 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 the area, including printing arrears reports, drafting letters and possession proceedings, serving legal notices, visiting homes, managing universal credit cases, and giving 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. 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. Your work will contribute to ensuring value for money in all services delivered and support the council’s commitment to community wellbeing and regeneration.

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 necessary.

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

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