Income Management Officer

Join us as an Income Management Officer and play a key role in supporting our customers to keep their homes secure while helping us manage and reduce arrears. You’ll balance empathy with clear decision‑making, working closely with customers, partners and colleagues to find the right solutions as their circumstances change. No two days are the same, and your ability to adapt, persuade and stay focused on results will make a real difference. This is a 28‑hour‑per‑week role, and you can choose how to spread your hours across either Monday–Thursday or Tuesday–Friday.

Typical day

• Being proactive and reactive all at the same time!
• Reviewing our customers’ accounts to see what action is required and responding to queries.
• Contacting customers in lots of ways to understand their financial position - discussing their rent accounts and arranging payments.
• Liaising with partners, stakeholders and wider internal teams to put in place solutions and support for our customers.
• Supporting customers when their situation or benefit status changes, to ensure their home is secure and they understand what needs to be done.
• Representing us in court on a possession hearing, or at external meetings around income and arrears.
• Completing electronic records to ensure we are compliant from an audit perspective including preparing court cases, processing rent refunds and recording conversations on our CRM.

What we would like to see

• The ability to persuade customers, stakeholders, and even internal teams.
• You’ll be able to adapt to changing approaches for rent collection depending on our priorities, the external environment and the customers' situation.
• A results focus. The team is target driven, and setting and achieving targets needs to energise you.
• Flexibility to be where our customers are – and when they need us.
• Experience of income recovery or credit control processes, procedures and regulations is a must.
• A customer first attitude, ensuring we collect income owed to us with our customers in mind every step of the way.
• Experience of managing direct relationships with customers under challenging circumstances.
• Experience of liaising with others, whether that’s internally or with wider stakeholders such as DWP, to resolve payment queries, maximise income and minimise arrears.
• The ability to see the bigger picture for each and every customer whilst still achieving individual goals.
• Strong numeracy skills and an ability to analyse and interpret data.
• Good all‑round IT skills.
• Resilience. Working in social housing is a challenging but rewarding career, you’ll be helping to bring real change to our customers' lives.

Stand out (optional)

• Experienced in the use of Orchard Housing Management system.
• Understands the importance of equality and diversity, and is committed to performing in line with these principles.
• Knowledge of legislation relating to rent and service charge setting.
• You’ll be adept at change, having got hands-on experience living and breathing new ways of working.
• Experience of preparing and presenting debt recovery cases for court.
• A good working knowledge of Universal Credit and other benefits.
• Experience of working with people with complex needs to provide guidance and support – and an IAG qualification at any level is even better!

Benefits

• Generous holiday entitlement – 25 days annual leave rising by 1 per year to a max of 30 plus bank holidays (pro rata).
• Pension contributions up to 10%.
• The opportunity to undertake professional training, funded by us.
• One day paid leave a year for volunteering work (in addition to your annual leave entitlement).
• Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more.
• Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers.
• Long service awards for our loyal employees.
• Cycle to work scheme.
• Employee Assistance Programme to give you confidential advice and support, when you need it.
• Professional membership subscription to support your continuous professional development.
• Death in service benefit as part of our pension scheme.

Equal opportunities

Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we’re happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need.