Income Officer

At Berneslai Homes, we strive to be an ambitious, forward-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley. Managing around 18,000 homes on behalf of Barnsley Council, our ‘3 Cs’ values are at the heart of all we do here – we promise to always put the Customer first, have a Can do attitude to make change happen, and stay Curious to make sure we get things right.

We’re proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence—demonstrating our commitment to providing high-quality homes and prioritising tenant safety, needs, and well-being.

The Income Officer role:

We have an exciting opportunity for an Income Officer to join us! As part of our Income service, you’ll provide a responsive income management information and advisory service that is supportive to our customer needs and aids the sustainment of tenancies. Are you able to work effectively as part of a team and have a positive attitude towards change? If so, you could be exactly who we’re looking for!

Key duties and responsibilities of our Income Officer:

• Provide a responsive service to customers’ enquiries in relation to their rent account.
• Monitor rent accounts with an arrears balance daily and ensure prompt contact with the customer using a variety of methods, such as letters, outbound calls, text messages, emails and home visits where necessary.
• Provide non-judgemental, firm but fair advice to tenants to establish an understanding of the help and support that is available, what their responsibilities are and what is required for them to resolve their situation.
• Work proactively and in partnership with internal and external support services, such as the Tenants First Team, CAB, Credit Union to assist customers in sustaining their tenancies.
• Prepare and hand-deliver legal Notices of Seeking Possession and Notices of Possession Proceedings including supporting documentation.
• Ensure a customer focused approach is adopted in all aspects of the service.
• Ensure that the needs of customers both internal and external are met by providing the best quality of service.
• Deal with sensitive information with regard to confidentiality, data protection and freedom of information.

What we’re looking for in our Income Officer:

• 4 GCSEs Grade 4 or above (A-C Grade) or equivalent qualification or ability to demonstrate relevant experience.
• Ability to demonstrate a positive, flexible approach to team working, be self-motivated and responsive to change.
• Knowledge and understanding of the impact of financial exclusion on customers.
• Knowledge of Welfare Reform and the changes to the benefits system.
• Commitment to the delivery of a customer focused service with the ability to deal professionally and sensitively with customers displaying a wide range of emotions / difficulties.

What you might be asking is, why work for us? We are proud to put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including:

• Agile Working Packages
• Excellent Pension Scheme
• Discounted Gym Membership
• Health & Wellbeing Checks
• Fantastic Training and Development Opportunities

Please refer to the full Job Description and Employee Specification upon completing your application.

Key Dates: Shortlisting is due to take place Thursday, 9 January and interviews are due to take place 16, 17 and 20 January. Please note these dates are subject to change.

Further Information: For an informal chat about this role, please contact Sarah Beer, Income Team Leader on 07825 402991. This post requires a Basic Criminal Record Check. Berneslai Homes values diversity in its workforce and encourages applications from all sectors of the community. CVs will not be accepted.