Location
Kings Hall Mews, London with reporting offices also in Stratford and Manchester, Trafford. Hybrid working with 20% - 40% of contractual hours worked from the reporting office or working location.

Hours
Full Time - 35 hours per week

Salary
Starting from £35,951 per annum (London weighted salary) or £32,188 per annum (Regional salary)

About the Role
Join the Income Management Team at London and Quadrant Housing Trust (L&Q) where you will play a vital role in reducing arrears, sustaining tenancies, and maximising income. As a Senior Housing Income Officer, you will manage a busy caseload of rent accounts, working closely with residents to agree payment plans and provide support. You will prepare cases for court and ensure compliance with legal protocols in a fast-paced, high-volume environment. Your decisions will directly impact residents and contribute to reducing arrears.

You will manage accounts from tenancy start through to enforcement action, including preparing and referring cases for court. The role involves handling a high volume of inbound and outbound calls in a busy contact centre alongside written communication. You will make confident, informed decisions aligned with L&Q’s Income Collection policies and pre-court protocols, demonstrating resilience and empathy by balancing supportive engagement with firm action.

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 debt recovery and managing cases through the full arrears lifecycle, including legal protocols.

About you
Strong analytical and decision-making skills with the ability to calculate payments accurately and act decisively. Excellent communication and negotiation skills with experience handling sensitive customer situations. Outstanding organisation and time management skills to meet KPIs and multiple deadlines. Collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions. Resilient and empathetic, able to balance supportive engagement with firm action.

Qualifications
Not explicitly stated, but relevant experience in income collection, arrears management, and legal processes is essential.