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- Tasks: Support customers with rent arrears and help them manage their finances effectively.
- Company: Hyde, a leading housing provider with a strong social purpose.
- Benefits: Flexible working hours, generous holiday allowance, and career development opportunities.
- Other info: Join a diverse and inclusive workplace committed to equity and community support.
- Why this job: Make a real difference in people's lives while building your career in a supportive team.
- Qualifications: Experience in income services or customer account management is essential.
The predicted salary is between 32500 - 40000 £ per year.
Part time role (18 hours per week) with a flexible working pattern. Would you like to join Hyde as an Income Services Officer? The Income Services Officer is key to supporting the prevention and recovery of rent arrears and other debts while helping customers sustain their homes through practical advice, early intervention and effective case management.
What you'll be doing
- Manage rent arrears and other debts across multiple tenure types, including current and former customers
- Take ownership of customer accounts, working proactively to prevent arrears and reduce debt
- Deliver a high-quality, customer-focused service through phone and digital channels
- Support customers with money management, rent prioritisation and access to welfare benefits
- Process payments, refunds and account requests in line with policies and procedures
- Maintain accurate income and case management records, including clear action notes
- Work collaboratively with the wider Income team and internal colleagues to support service delivery
- Prepare legal documentation, attend court and support eviction processes where required
- Help customers access additional financial support, including local authority and charitable funding
- Follow safeguarding procedures, escalating concerns and making referrals as appropriate
About you
- You'll bring experience in income collection, rent arrears or customer account management, alongside a supportive and resilient approach when working with customers in challenging circumstances.
- Experience in income services, rent arrears, collections or a similar customer-focused role
- Understanding of housing income, welfare benefits and affordability assessments
- Experience managing customer accounts and complex casework
- Knowledge of legal processes relating to rent arrears and possession (or willingness to learn)
- Strong communication skills with the ability to handle sensitive conversations professionally
Why join us?
We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. You'll be part of a committed Income Services team, where your work will directly support customers to sustain their tenancies while protecting Hyde's income and services.
Benefits
- Excellent pension
- Generous holiday allowance
- Life assurance
- Flexible benefits platform
- Career development & learning support
- Volunteering days
- Hybrid working
Diversity, inclusion and accessibility
Equity, diversity and inclusion are central to life at Hyde. We're committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. As a Disability Confident Employer, we're happy to provide reasonable adjustments throughout the recruitment process and in the workplace.
Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.
Income Services Officer in Crawley employer: THE HYDE GROUP
Contact Detail:
THE HYDE GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Income Services Officer in Crawley
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to income services. Think about how you’d handle sensitive conversations and showcase your problem-solving skills—this role is all about supporting customers!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. At StudySmarter, we believe in creating a positive impact, so look for organisations that share that ethos, like Hyde!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Income Services Officer in Crawley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in income collection and customer account management. We want to see how your skills align with the role of Income Services Officer, so don’t hold back!
Showcase Your Communication Skills: Since this role involves handling sensitive conversations, it’s crucial to demonstrate your strong communication skills. Use examples from your past experiences where you’ve successfully managed challenging discussions or provided support to customers.
Highlight Relevant Experience: If you've got experience in managing rent arrears or working with welfare benefits, make sure to bring that to the forefront. We’re looking for candidates who understand the ins and outs of housing income and can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at THE HYDE GROUP
✨Know Your Stuff
Make sure you brush up on your knowledge of income services, rent arrears, and welfare benefits. Familiarise yourself with the legal processes related to rent arrears and possession. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Experience
Prepare specific examples from your past work where you've successfully managed customer accounts or dealt with challenging situations. Highlight your proactive approach in preventing arrears and how you've supported customers in managing their finances. Real-life stories resonate well!
✨Practice Sensitive Conversations
Since this role involves handling sensitive topics, practice how you would approach difficult conversations. Think about how to communicate effectively and empathetically with customers facing financial difficulties. Role-playing with a friend can be a great way to prepare.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, the challenges they face, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.