Income Officer (Full-time)

Location

ISHA, 102 Blackstock Road, Finsbury Park, N4 2DR

Salary

£40,533

Contract

• Permanent
• About ISHA

At ISHA, community and neighbourhood mean everything to us, and our roots run deep in the areas of North London that we serve.

Founded over 90 years ago, we provide around 2,500 homes for over 5,000 people across Islington, Hackney and Waltham Forest.

We are proud to remain a community-based housing association with a strong social purpose and an ambitious future.

About the Role

• Manage a patch of residents to maximise rental income and minimise arrears across ISHA's housing stock.
• Support residents to sustain their tenancies through early intervention, advice, and appropriate referrals to support services.
• Take a proactive and solution-focused approach to arrears prevention and recovery, using a range of engagement methods to achieve positive outcomes.
• Work closely with internal teams and external agencies to deliver effective tenancy and income management services.
• Ensure compliance with relevant legislation, policies, and procedures relating to income collection and tenancy management.
• Build positive relationships with residents, providing excellent customer service and resolving issues in a professional, people focused and empathetic manner.
• Maintain accurate records and data, contributing to service improvements and organisational objectives.

About You

• Experience of income management, rent collection, arrears recovery, or housing management within a social housing environment.
• Good understanding of welfare benefits, Universal Credit, and the challenges facing residents in today's economic climate.
• Proven ability to manage difficult conversations, negotiate sustainable payment arrangements, and achieve positive outcomes while maintaining professional and respectful relationships.
• Excellent communication and interpersonal skills, with the ability to build trust and maintain professional relationships.
• Highly organised, with the ability to manage a varied caseload, prioritise competing demands, and deliver high-quality outcomes within agreed timescales.
• Customer-focused with a commitment to supporting residents and delivering positive tenancy sustainment outcomes.
• A proactive and resilient approach to problem-solving, demonstrating accountability, sound judgement, and a commitment to achieving results.
• A genuine commitment to providing an excellent customer experience, supporting tenancy sustainment, and improving outcomes for residents.
• Confident using housing management systems and Microsoft Office applications to deliver an efficient, professional, and resident-focused service.
• Ability to work collaboratively as part of a team while also taking ownership of individual responsibilities and using initiative when required.

What We're Looking For

The ideal candidate will be passionate about helping residents maintain their tenancies while ensuring the effective collection of rental income.

You will be confident working independently and within the income team, making informed decisions, and balancing a supportive approach with the need to protect the Association's income.

You will share ISHA's values and commitment to delivering excellent services to our residents and communities.

Why join ISHA?

• A genuinely community-based and values-led organisation.
• Strong social purpose and commitment to affordable housing.
• New corporate strategy and clear organisational ambition with a commitment to growth in our heartlands.
• Opportunity to join a fantastic income team and share best practices.
• Flexible and supportive working culture with hybrid working arrangements.
• Competitive pension and benefits package.

We can't be a brilliant landlord if we don't partner with brilliant colleagues. Could you be one of them?

Staff Benefits

We'll offer you a generous pension scheme (up to 10% employer matched contributions and a death in service benefit), 29 days annual leave (increasing after five years' service), eye care vouchers, a cycle to work scheme, health cash-plan, and other great benefits (see attached) and we will invest in your professional development with on-going learning and career development opportunities.

Our Commitment to Inclusion

We want ISHA to be a great place to work and to ensure that our communities are represented across our workforce.

A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking.

We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBTQ+, disabled and neurodiverse communities to make a real difference to our residents so that passionate commitment to customers, respect for everyone, pride in Team ISHA and trusted to make the difference remains at the heart of everything we do.

ISHA is committed to making our recruitment practices barrier-free and as accessible as possible for everyone.

This includes making adjustments or changes for disabled and neurodiverse candidates, or people with long-term health conditions.

If you would like us to do anything differently during the application, interview, or assessment process, including providing information in an alternative format, please contact us at recruitment@isha. co. uk or via post to 102 Blackstock Road, London, N4 2DR.

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