Title: Senior Housing Income Officer (NB. The official title for this role is Senior Customer Account Lead.)
Contract Type: Permanent, Full Time, 35 hours
Salary: Starting from £37,451 per annum (London weighted salary) or £33,688 per annum (Regional salary)
Grade: 7
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 27 th July 2026 – 23:00
Interview Dates: Week commencing 10 th August 2026 via Ms Teams
Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more ...
About the role
Our Income Team plays a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same.
You’ll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast‑paced, high‑volume role where your decisions directly impact residents and help reduce arrears.
Responsibilities
- Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
- Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
- Handle a high volume of inbound and outbound calls in a fast‑paced contact centre, alongside written communication.
- Make confident, informed decisions to progress cases in line with L&Q’s Income Collection policies and pre‑court protocols.
- Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.
Qualifications and Experience
- Experience of debt recovery and managing cases through the full arrears lifecycle, including legal protocols.
- Strong analytical and decision‑making skills, with the ability to calculate payments accurately and act decisively.
- Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
- Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
- A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.
Location
London - Stratford or Manchester - Trafford
Senior Housing Income Officer employer: L&Q Living
L&Q Living is an exceptional employer that prioritises the well-being and development of its employees. With a strong focus on work-life balance, our team enjoys generous benefits such as up to 31 days of annual leave and pension contributions, all within a supportive and inclusive work culture. Located in vibrant cities like London and Manchester, we offer meaningful career growth opportunities for those passionate about delivering outstanding service to our residents.
