Income Project Officer in Wembley

Positive Employment is currently recruiting for an Income Project Officer for our client, a local government organisation based in Wembley, London.

The successful post holder will play a key role in maximising income for Housing Management through robust rent collection and arrears management across a varied portfolio of properties and tenures.

You will provide a high-quality, customer-focused and legislatively compliant income collection service, working closely with colleagues across Housing Management, Housing Needs, Adult Social Care and other partner services.

The role will also work closely with the Income Project Manager and Income Maximisation Service Manager to deliver targeted projects designed to improve income collection, reduce arrears and support tenants to sustain their tenancies.

This role is a temporary contract with an initial contract length of 12 months with the possibility to extend. Hybrid working with 3 days per week in the office.

Duties and Responsibilities but not limited to

• Maximise income for Housing Management through effective rent collection, arrears management and income maximisation activity.
• Manage rent arrears cases across a range of housing portfolios and tenures, ensuring rent is paid and arrears are reduced in accordance with Council policies and procedures.
• Maintain up-to-date knowledge of welfare benefits, particularly Housing Benefit, Universal Credit and changes arising from Welfare Reform.
• Advise and assist tenants and clients on welfare benefits, debt management and income maximisation, making appropriate referrals to specialist advice services.
• Work collaboratively with Housing Needs, Housing Management, Adult Social Care, Rent Accounting, Housing Resolutions, Emergency Housing and Social Work teams to provide a joined-up, person-centred service.
• Provide detailed engagement and support to tenants and clients in arrears, including conducting home visits and working from different sites where required.
• Negotiate sustainable repayment arrangements and monitor payment plans to ensure they remain effective.
• Participate in the letting and sign-up process to help ensure rent is received from the commencement of a tenancy.
• Prepare accurate reports on arrears cases, service performance and key performance indicators.
• Reconcile closed accounts and ensure Housing Benefit has been correctly allocated, overpayments are cleared and customer credits are refunded in accordance with Council policy.
• Refer and monitor former tenant arrears with external debt collection agencies and recommend appropriate write-offs for unrecoverable debt.
• Attend and present at court cases and evictions where required, ensuring the Council's interests are protected.
• Implement effective procedures for fraud prevention and refer suspected fraud or misrepresentation to the appropriate investigation team.
• Work with internal and external partners, including the DWP, advice agencies, Housing Associations and other relevant organisations.
• Contribute to welfare reform and income-related working groups and provide updates on emerging issues and their impact on income collection.
• Support the development of effective payment methods, including promoting Direct Debits and online transactions.
• Maintain accurate customer records and ensure all statutory and service reporting requirements are met.
• Proactively monitor performance against targets and escape risks and issues appropriately.
• Respond to complaints, Members' enquiries and customer issues, taking ownership through to resolution.
• Contribute to resident engagement and consultation activities to improve service standards.
• Work flexibly across income maximisation projects and housing portfolios, responding to changing priorities and service requirements.
• Promote a commercial and holistic approach to income collection, ensuring rent and Council Tax accounts are kept in payment wherever possible.
• Support safeguarding, equality, data protection, information governance, health and safety and other relevant Council policies and procedures.

Personal Requirements

• Relevant experience in income collection, rent arrears, housing management or income maximisation, ideally within a local authority or social housing environment.
• Good knowledge and understanding of Housing Benefit, Universal Credit, welfare benefits and welfare reform.
• Understanding of rent arrears procedures and pre-action protocols.
• Experience working with tenants/customers, including individuals with complex needs or vulnerabilities.
• Experience of working effectively within a multi-agency or multi-disciplinary environment.
• Strong negotiation, interviewing, influencing and debt-resolution skills.
• Ability to manage a varied caseload and multiple workstreams autonomously, prioritising effectively to meet deadlines and performance targets.
• Ability to interpret data, maintain accurate records and produce clear and accurate reports.
• Strong customer service skills with a commitment to first-time resolution, ownership and positive outcomes.
• Ability to build effective working relationships across multiple teams and with external agencies.
• Excellent communication skills, both written and verbal, with the ability to communicate with tenants, colleagues, senior officers and Members.
• Strong problem-solving and decision-making skills, with the ability to identify risks and achieve pragmatic solutions.
• Highly organised, self motivated and able to work proactively with limited supervision.
• A flexible, positive and solution-focused approach to service delivery.
• Good IT skills, including Microsoft Office and relevant housing/customer management systems.
• Commitment to equality, diversity, safeguarding and delivering accessible services to residents.

Working Hours

36 hours per week, Monday to Friday.

Pay

• Please note this role is within IR35
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