At a Glance
- Tasks: Support customers with rent arrears and provide practical advice to sustain their homes.
- Company: Hyde, a leading housing provider with a strong social purpose.
- Benefits: Generous holiday allowance, excellent pension, flexible working, and career development support.
- Other info: Join a diverse team committed to inclusion and community support.
- Why this job: Make a real difference in people's lives while protecting community services.
- Qualifications: Experience in income collection or customer account management is essential.
The predicted salary is between 35100 - 36000 £ per year.
Location: London Bridge
Salary: £35,100 - £36,000
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 London employer: THE HYDE GROUP
The Hyde Group is an exceptional employer, offering a dynamic work environment in London where innovation and collaboration thrive. With a strong commitment to diversity, equity, and inclusion, employees are encouraged to grow and develop their skills while contributing to meaningful projects that enhance community services. The company fosters a culture of continuous improvement and provides ample opportunities for professional advancement, making it an ideal place for those looking to make a significant impact in the data engineering field.
StudySmarter Expert Advice🤫
We think this is how you could land Income Services Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at THE HYDE GROUP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like THE HYDE GROUP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Income Services Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to THE HYDE GROUP:Your cover letter is your chance to shine! Tell us why you want to work at THE HYDE GROUP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at THE HYDE GROUP!
How to prepare for a job interview at THE HYDE GROUP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
