Income Officer in Rochdale

Job Title: Income Officer

Location: Rochdale
Contract: Permanent
Hours: 36.25 hours per week

Salary £32,748

Are you passionate about helping customers sustain their tenancies while making a real difference to local communities?

Rochdale Boroughwide Housing (RBH) is looking for an experienced and customer-focused Income Officer to join our team.

This is an excellent opportunity for someone with experience in income recovery, housing management or a similar customer-facing environment, who enjoys balancing support with effective arrears management. You'll work directly with customers to maximise income collection, provide advice and guidance, and help people overcome financial challenges.

About the Role

As an Income Officer at RBH, you will manage a portfolio of accounts, taking a proactive approach to rent collection and debt recovery while supporting customers to maintain successful tenancies. Working closely with colleagues and partner agencies, you'll identify solutions that help customers manage their financial commitments and reduce arrears.

What You'll Be Doing

• Managing rent arrears and other housing-related debts.
• Negotiating realistic repayment arrangements based on individual circumstances.
• Providing advice and guidance on welfare benefits and financial support options.
• Working with internal teams and external agencies to support tenancy sustainment.
• Preparing legal documentation and attending court hearings where required.
• Maintaining accurate records and case notes.
• Contributing to service improvement initiatives and income collection performance targets.

About You

You will be able to build positive relationships with customers while confidently managing challenging conversations.

You will have:

• Experience of income recovery, arrears management or a similar role.
• Strong customer service and communication skills.
• Excellent negotiation and influencing abilities.
• Knowledge of welfare benefits and debt recovery processes.
• The ability to manage a varied caseload and work to targets and deadlines.
• Strong IT skills, including Microsoft Office.
• Sound judgement and the ability to make effective decisions.
• A proactive and resilient approach to problem solving.

A GCSE Grade C/4 or above in Maths (or equivalent) is required. A CIH qualification is desirable.

Why Join RBH?

This is a rewarding opportunity to join a team dedicated to supporting customers, protecting income and helping communities thrive. You'll be part of a collaborative environment where your expertise and ideas will be valued.

What Do We Have to Offer You?

In addition to a competitive salary, you will benefit from:

• 30 days annual leave plus bank holidays
• Option to buy up to 5 additional days annual leave
• An additional 5 days annual leave after 5 years' service
• Pension scheme with employer contributions matched up to 8%, plus death in service benefit
• Flexible and smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Enhanced family-friendly policies
• Plus so much more!

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by the Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.

Artificial Intelligence

We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.

You are encouraged to apply as soon as possible, as we review applications as they are received and may close this vacancy early.