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- Tasks: Support customers with rent and arrears management, ensuring effective solutions.
- Company: Join a not-for-profit housing association dedicated to making a difference.
- Benefits: Enjoy up to 30 days holiday, birthday off, and discounts through Perkbox.
- Other info: Be part of a passionate team focused on community well-being.
- Why this job: Make a real impact in people's lives while working in an inclusive environment.
- Qualifications: Experience in housing support and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Permanent, Full Time (35 hours per week)
Closing date: 11th May 2026
Interview date: 21st May 2026
Interview location: Oaklands House, Suite 2, Second Floor, Oaklands House, 34 Washway Road, Sale, M33 6FS
Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done. As a not-for-profit housing association, providing affordable homes and services to more than 20,000 people across Greater Manchester. We have a strong social purpose and make it our mission to enable people to live well in their home and community.
This role will help us to do this by ensuring the effective and efficient delivery of all Income Management related operational duties to ensure excellent rent collection and arrears management for all current and former customers. You’ll provide early intervention, guidance and assistance to customers who are struggling to meet their rent and/or arrears payments working collaboratively with colleagues across Communities to ensure the prompt and comprehensive resolution of arrears cases for both current and former customers. Further to this, you’ll ensure all formal arrears action is justified, proportionate, and is acted on appropriately in accordance with current policies and procedures in line with wider legislation.
We need people who have:
- Experience in a similar role
- Experience dealing with challenging situations and complex lifestyles
- Knowledge of social housing, housing legislation and welfare benefits
- Experience of implementing arrears recovery procedures and of enforcing tenancy conditions
- Good IT skills, including Microsoft Office 365
- Strong problem solving and decision-making skills
- A valid driving license, access to own vehicle and full MOT with insurance for business use is required for the role.
Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
If you want to be part of our team and help us, make a difference, we’d love to hear from you.
About us
We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential. Our organisation is all about people – the people who live in our homes, the people in the communities we serve, and the people we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone! We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.
The Communities team
Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people’s lives! Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch! They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable! Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It’s a great feeling for the team knowing they can help to make services better for our customers!
We are constantly striving to find innovative solutions to support customers and focus improve our customer experience. Whether it’s developing an app, streamlining process or finding service improvements, they always have the customer at the centre of what they do! We’re committed to doing what we say we’ll do, keeping customers updated, building rapport and problem solving.
Stats: 483 people moved into one of our homes last year! We engaged with 3,400 customers, on everything from our new cleaning contractor to building safety measures. 90% of customers were happy with how they were treated last year! 80% of customers were happy with their last contact with us. We handled over 75,000 customer contacts last year! We continuously work with customers across the organisation including our Resident Scrutiny Panel, Customer Offer Panel and Community Champions.
“Thank you for your interest in joining our Communities Team. For us, the Communities team is all about being reliable and respectful in the way that we interact with customers and colleagues. The team is a tight-knit bunch who all share the same ethos, to deliver excellent customer service and have fun doing so! We are genuinely passionate about helping customers and delivering a great service to them. To do this, we give our colleagues the right training and support, offer some great benefits, and promote a positive, inclusive culture where everyone is able to deliver their best service by being their best self. If you share our goal in ensuring Customers can live well in their homes and Communities, I’d love to welcome you into the team!” Ross Powell, Head of Customers and Communities
Working here
Irwell Valley Homes is a great place to work, but don’t just take our word for it… find out what it’s like to work here from our colleagues…
Rewards we offer
We offer a fantastic range of benefits which include:
- Refer a friend scheme
- Stakeholder pension scheme
- Up to 30 days holiday a year
- Two days every year to volunteer in the local community
- A medical cash plan
- Get your birthday off!
- £150 Perkbox allowance – plus access to hundreds of discounts and freebies
- Cycle to work scheme
- Professional membership fees paid
- Financial education
- Loans scheme for travel season tickets
- Savings clubs
- Training and coaching
- Counselling and well-being programme
- Enhanced maternity and paternity leave
Accreditations
Good Employment Charter Disability Confident Armed Forces Covenant Living Wage Employer Houseproud
Rent Support Officer in Manchester employer: Irwell Valley Homes
Contact Detail:
Irwell Valley Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rent Support Officer in Manchester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Irwell Valley Homes. Understand their mission and values, especially how they focus on community and customer service. This will help you connect your experiences to what they care about.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your past experiences align with the role of Rent Support Officer, especially your problem-solving skills and experience in social housing.
✨Tip Number 3
Show your passion! During the interview, let your enthusiasm for helping people shine through. Share specific examples of how you've made a difference in previous roles, especially in challenging situations. They want to see that you genuinely care about the community.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Rent Support Officer in Manchester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for helping people shine through. We want to see that you genuinely care about making a difference in the lives of our customers and communities.
Tailor Your Experience: Make sure to highlight your relevant experience in similar roles. We’re looking for specific examples of how you've dealt with challenging situations and implemented effective solutions in income management or housing.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Irwell Valley Homes
✨Know Your Stuff
Make sure you brush up on your knowledge of social housing, housing legislation, and welfare benefits. Being able to discuss these topics confidently will show that you're serious about the role and understand the challenges customers face.
✨Show Your People Skills
Since this role is all about building relationships, be prepared to share examples of how you've successfully dealt with challenging situations in the past. Highlight your problem-solving skills and your ability to empathise with customers from diverse backgrounds.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios related to rent collection and arrears management. Think about how you would approach these situations, ensuring your answers reflect the organisation's values of respect and reliability.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and the organisation. You might want to ask about the team culture or how they measure success in the Communities team.