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For Companies At a Glance
- Tasks: Manage customer accounts, reduce arrears, and support residents 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 benefits.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive team.
- Qualifications: Customer service experience, strong negotiation skills, and resilience in challenging situations.
- Other info: Join a diverse team committed to inclusivity and community well-being.
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.
Your Responsibilities:
- 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.
Housing Income Officer employer: NFP People
Contact Detail:
NFP People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Income Officer
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your negotiation skills! Since the role involves negotiating repayment plans, think of scenarios where you might need to persuade someone. Role-playing with a friend can help you feel more confident when it comes to those tricky conversations.
✨Tip Number 3
Be ready to share your experiences! Think about times you've successfully managed customer accounts or resolved conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your responses during the interview.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’d be a perfect fit for the Housing Income Officer position.
We think you need these skills to ace Housing Income Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Housing Income Officer role. Highlight your experience in customer service, debt recovery, and any relevant skills that match the job description. We want to see how you can make an impact!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about supporting residents and reducing arrears. Share specific examples of how you've successfully managed accounts or negotiated repayment plans in the past.
Showcase Your Skills: Don’t forget to highlight your excellent listening and negotiation skills. We’re looking for someone who can remain calm under pressure, so share any experiences where you’ve had to handle difficult conversations effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at NFP People
✨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 to practice your responses. Focus on articulating your thought process when making decisions, especially in difficult conversations. This will help you stay calm and collected during the actual interview.
✨Ask Thoughtful Questions
Prepare a few insightful questions to ask the interviewer about the team dynamics, the challenges they face, or how success is measured in the role. This shows that you’re not just interested in the job, but also in how you can contribute to the organisation's goals.
