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- Tasks: Support residents with payment arrangements and tenancy sign-ups while managing dedicated accounts.
- Company: Join Reading Borough Council, a passionate team focused on community and customer service.
- Benefits: Generous holiday, flexible working, pension scheme, and opportunities for career growth.
- Why this job: Make a real difference in people's lives and strengthen communities in a vibrant environment.
- Qualifications: Customer service skills and knowledge of welfare benefits; experience in income management is a plus.
- Other info: Hybrid working model with a supportive and innovative team culture.
Overview
Secondment cover for 23 months. We are seeking an enthusiastic, empathetic, passionate, organised and team-oriented individual who enjoys a challenge and embraces change. The successful candidate will work with us to continue to be the best landlord in the town by changing lives for the better and strengthening communities. We value our staff and the difference that they make to our customers.
Our Housing and Communities Teams are passionate about the people who live in our town; our vision is for everyone to have the opportunity to live in a good quality sustainable home within a lively and thriving neighbourhood. We have a great track record in building strategic partnerships, successfully bidding for Government funding, and major project delivery. We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.
About this Role
This role is a hybrid of office and home working as well as being out on our estates. This is a very varied and rewarding role where no two days are the same. One day you will be visiting residents in their home to discuss affordable payment arrangements and the next carrying out tenancy sign ups. You will be creative in your approach to support customers and ensure optimal income collection. You will be responsible for managing your own dedicated accounts and really getting to know your tenants, providing expert advice around welfare benefits and income maximisation. You will have an eye for detail and will want to do the best by our residents in supporting them to sustain their tenancies.
You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:
Values
Work Together as one team – work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do
Drive Efficiency – show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential
Be Ambitious – be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way
Make a Difference to Reading – maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed
About you
You’ll be a self-starter with a proactive approach to your workload and possess the ability to work without close supervision. A full, clean UK driving licence is desirable. You’ll also have excellent customer services skills and the following experience:
- A working knowledge of welfare benefits
- Effective decision-making skills, a diplomatic and confidential approach, and the ability to prioritise a busy workload.
- Experience in a customer facing role, especially in income management or debt recovery/collection (preferably in a social housing environment, although this is not essential)
Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.
- A competitive salary alongside a range of benefits including:
- Generous holiday entitlement – 25 days holiday each year plus bank holidays – rising to 30 days after 5 years’ service and 33 days after 10 years\’ service, with the option to buy additional leave
- A wide range of flexible working opportunities
- Modern working environment at the Civic Offices in the heart of Reading
- Local Government Pension Scheme (LGPS)
- Life Assurance – three times your annual salary (for members of the LGPS)
- On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
- Season Ticket Loan – a loan to help with the cost of your rail or bus journey, to and from work
- Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax
Closing Date: Sunday 16th November 2025
Proposed Interview Date: To be confirmed
Interview Process: To be confirmed
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Housing Income Recovery Officer employer: Reading Borough Council
Contact Detail:
Reading Borough Council Recruiting Team
We think you need these skills to ace Housing Income Recovery Officer
How to prepare for a job interview at Reading Borough Council
✨Know Your Stuff
Make sure you have a solid understanding of welfare benefits and income management. Brush up on relevant policies and procedures, as well as the specific challenges faced by tenants in your area. This knowledge will help you answer questions confidently and show that you're genuinely interested in making a difference.
✨Show Your Empathy
As a Housing Income Recovery Officer, you'll be working closely with residents who may be facing tough situations. Prepare to share examples from your past experiences where you've demonstrated empathy and support. This will highlight your ability to connect with people and provide the best service possible.
✨Demonstrate Team Spirit
This role is all about collaboration, so be ready to discuss how you've worked effectively in teams before. Think of specific instances where you've contributed to team success or helped resolve conflicts. Showing that you can work well with others will resonate with the interviewers.
✨Be Ready for Change
The job description mentions embracing change, so prepare to talk about how you've adapted to new situations in the past. Whether it's learning new systems or adjusting to shifting priorities, showcasing your flexibility will demonstrate that you're the right fit for this dynamic role.