Senior Income Officer

VRF Reference 160590

Senior Income Officer

Birmingham

£36209.00 plus £1680 Car allowance

37.5 hours per week

21st May 2026

About the role

To support the Operations Manager - Income Services in delivering a high‑performing, customer‑focused income management service that maximises rental and service‑charge income, sustains tenancies, and ensures early and effective intervention. The Senior Income Officer will be responsible for actioning cases in a patch, act as a technical lead on complex cases, including schemes operating under protected licences and other non-secure tenure arrangements, supervise an Income Assistant, and oversee data collection and reporting to enable accurate monitoring of monthly rent‑collection performance.

What you’ll be doing

Managing arrears cases where tenants have additional support needs, ensuring all actions are person‑centred, compliant, and in line with licence conditions.

Monitoring income performance across supported schemes and identifying patterns, risks, and opportunities for intervention.

Supporting the continuous improvement of processes relating to protected licences, including updating procedure documents, templates, case recording standards, and staff training.

Monitor rent accounts proactively, ensuring prompt action on arrears and tenancy‑sustainment support.

Carry out home visits and virtual appointments to prevent arrears and encourage positive payment behaviour.

Manage complex or high‑risk cases, including those approaching legal action.

Prepare and present court cases, ensuring compliance with pre‑action protocol and organisational procedures.

Serve legal notices and authorise enforcement actions in line with delegated authority.

Who we’re looking for?

• 3+ years working in social housing income recovery.
• Experience preparing and presenting court cases.
• Prior responsibility for mentoring, coaching, or supervising staff (desirable for senior level).
• Experience working in a high‑volume, fast‑paced environment.
• Relevant professional qualification in housing (CIH level desirable).
• Strong understanding of social housing, arrears management and tenancy‑sustainment practice.
• Up‑to‑date knowledge of welfare benefits and income‑maximisation techniques.
• Confident using spreadsheets, CRM systems, and Microsoft applications.
• Strong interpersonal, negotiation, and decision‑making skills.
• Knowledge of legislation and regulatory requirements relating to income management.
• Ability to manage conflicting priorities and work independently.
• Reliability, integrity and accountability.
• Excellent communication skills.
• Accuracy, attention to detail, and methodical working.
• Ability to manage sensitive and complex cases with professionalism.
• Flexible and adaptable approach.

The benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days
• A day off for your birthday
• 4 days off when you move home
• Life assurance (3 x salary)
• Employee Assistance programme & wellbeing programme
• Flexible Working options
• Learning & Development opportunities

Equality, diversity, & inclusion

We celebrate Equality, Diversity, and Inclusion and as a trauma-informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

• Ensure our recruitment process is inclusive and accessible
• Communicating and promoting vacancies
• Offering an interview to disabled people
• Anticipating and providing reasonable adjustments as required
• Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• At least one activity that will make a difference for disabled people

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