At a Glance
- Tasks: Manage accounts, reduce arrears, and support residents with income maximisation.
- Company: Join L&Q, a leading housing association dedicated to community wellbeing.
- Benefits: Enjoy competitive salary, generous leave, pension plan, and lifestyle perks.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and strong negotiation skills are essential.
Contract Type: Full Time – 35 hours per week (multiple roles)
- 1x Fixed Term Contract 12 months
- 1x Fixed Term Contract 9/10 months
- 2x Fixed Term Contracts up to 6/7 months
Salary: Starting from £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary) depending on experience.
Grade: 6
Reporting Office: London, Stratford or Manchester, Trafford (with occasional travel to West Ham Lane, Stratford for team collaboration)
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 27th July 2026 – 23:00
Interview Dates: Week commencing 10th August 2026
Start Date: 28th September 2026
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.
Join our Income Management Team at L&Q. This is an exciting time to join us. At L&Q, we’re reshaping how we deliver services and our Income Management Team is key to this transformation and as a Housing Income Officer, you’ll be right at the centre of it.
You’ll take ownership of a portfolio of accounts, working proactively to reduce arrears and maximise income. This is a fast-paced, contact role where you’ll be speaking with residents daily, negotiating repayment plans, and making confident decisions to progress cases. It’s also a role where legal action is sometimes necessary, and you’ll play an active part in preparing and referring cases for court and attending hearings when required.
Your impact in the role:
- Managing your own portfolio of accounts, reducing arrears and minimising bad debt.
- Negotiating and agreeing repayment plans with residents, in line with policies and pre-court protocols.
- Supporting residents to maximise their income, including signposting to welfare, employment and money advice services.
- Attending court hearings when required.
- Handling inbound and outbound calls in a high-volume environment.
- Taking appropriate action to recover debt, including serving notices and playing an active part in preparing court applications when required.
What you'll bring:
- Proven experience in customer service in a fast-paced, challenging environment.
- Excellent listening, influencing, and negotiation skills.
- The ability to stay calm and resilient in difficult conversations.
- Strong organisational skills, with the ability to prioritise and meet deadlines.
- Confidence in making sound, independent decisions.
- A strong background in debt recovery, arrears management, or income collection with an understanding of welfare benefits and how they impact residents (Desirable).
If you require any reasonable adjustments at any stage during this process, including application stage, please visit our career page to reach out.
About L&Q: We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of. 250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.
People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Housing Income Officer in Stratford employer: L&Q
As a Homeownership Account Lead, you will thrive in a supportive and dynamic work environment that values collaboration and innovation. Our hybrid working model offers flexibility, while our commitment to employee growth ensures you have access to ongoing training and development opportunities. Join us in making a meaningful impact in the community, all while enjoying competitive benefits and a culture that prioritises work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Income Officer in Stratford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like L&Q before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Housing Income Officer in Stratford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to L&Q:Your cover letter is your chance to shine! Tell us why you want to work at L&Q specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at L&Q!
How to prepare for a job interview at L&Q
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
