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- Tasks: Support residents, reduce arrears, and maximise income in a fast-paced environment.
- Company: Leading housing association dedicated to quality housing and community support.
- Benefits: Competitive salary, excellent pension, 28 days leave, and lifestyle perks.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and strong negotiation skills required.
- Other info: Hybrid working model with opportunities for career growth.
The predicted salary is between 32881 - 32881 £ per year.
We are looking for a Housing Income Officer to join an Income Management Team, this is an exciting opportunity to play a key role in supporting residents, reducing arrears and maximising income.
Position: Housing Income Officer
Location: Stratford, London or Trafford, Manchester with hybrid working (20 to 40% office based)
Salary: £32,881 per annum (London weighted) or £28,886 per annum (Regional)
Hours: Full time, 35 hours per week
Contract: Permanent and Fixed Term (up to 9 months)
Closing Date: 15 February 2026
Interviews: Week commencing 23 February 2026
Start Date: 30 March 2026
The Role
This role is about ownership, resilience and impact. You will manage a portfolio of customer accounts, working proactively to reduce arrears, prevent bad debt and support residents to sustain their tenancies. You will be at the heart of a fast paced, customer focused service, speaking with residents daily, negotiating repayment plans and making confident decisions to move cases forward. Where necessary, you will play an active role in preparing and referring cases for court and attending hearings.
- Manage your own portfolio of accounts, reducing arrears and minimising bad debt
- Negotiate and agree repayment plans in line with policies and pre court protocols
- Support residents to maximise income, including signposting to welfare, employment and money advice services
- Take appropriate action to recover debt, including serving notices and preparing court applications
- Handle inbound and outbound calls in a high volume environment
- Attend court hearings when required
About You
We are seeking a confident, resilient and customer focused professional who can balance income recovery with meaningful resident support. You will bring:
- Proven experience in customer service in a fast paced and challenging environment
- Excellent listening, influencing and negotiation skills
- The ability to remain calm in difficult conversations
- Strong organisational skills and the ability to prioritise workloads
- Confidence in making sound, independent decisions
- Experience in arrears management, debt recovery or income collection (desirable)
- An understanding of welfare benefits and their impact on residents (desirable)
Benefits Include
- Excellent pension plan with up to 6% double contribution
- 28 days annual leave plus bank holidays, rising to 31 days with service
- Westfield Health Cash Plan
- Non contributory life assurance
- Up to 21 hours volunteering paid days
- Lifestyle benefits and Employee Assistance Programme
- And many more
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
About the Organisation
One of the UK’s leading housing associations and developers, founded on the belief that high quality housing is vital for people’s health, happiness and security. Over 250,000 people call our properties home and we serve diverse communities across London, the South East and the North West. People are at the heart of everything we do and our success depends on employing and supporting the very best people. We are proud to be a Disability Confident Leader and committed to building an inclusive workplace where everyone feels welcome.
Other roles you may have experience of could include: Income Officer, Arrears Officer, Customer Account Lead, Rent Officer, Debt Recovery Officer, Housing Officer, Revenue Officer, Financial Inclusion Officer.
Housing Income Officer - London employer: NFP People Limited
Contact Detail:
NFP People Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Income Officer - London
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially how they support residents. This will help you connect your experience with what they care about.
✨Tip Number 2
Practice your negotiation skills! Since you'll be dealing with repayment plans and difficult conversations, role-play scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Prepare some questions for your interview that show you're interested in their approach to income management and resident support. This not only shows your enthusiasm but also helps you gauge if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Housing Income Officer - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant work in arrears management or income collection. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting residents and how your skills align with the role. Be sure to mention your negotiation skills and ability to handle difficult conversations, as these are key for us.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your impact in previous roles. Whether it's reducing arrears or successfully negotiating repayment plans, we love to see quantifiable results that show your effectiveness.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. This way, you can ensure your application reaches us quickly and efficiently, and you’ll be one step closer to joining our fantastic team!
How to prepare for a job interview at NFP People Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Housing Income Officer inside out. Familiarise yourself with key responsibilities like managing accounts, negotiating repayment plans, and supporting residents. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Skills
Prepare examples from your past experiences that highlight your customer service skills, negotiation abilities, and resilience. Think of specific situations where you successfully reduced arrears or supported someone through a tough financial situation. This will demonstrate your capability to handle the challenges of the role.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on common interview questions related to income recovery and customer support. Practising your responses will help you articulate your thoughts clearly and reduce any nerves on the day of the interview.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team, the organisation's approach to resident support, or their strategies for reducing arrears. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.
