Income & Financial Inclusion Officer

VRF - 178439

Income & Financial Inclusion Officer - Birmingham

From £32,569.13 to £37,384.00 plus car allowance

37.5 hours per week - Permananet contract

7th August 2026

About The Role

To support the Operations Manager - Income Services in delivering a high performing, customer focused income management service

To maximise and protect the organisation's income by delivering an effective income recovery service, ensuring the timely collection of rent, service charges and former tenant arrears, and taking appropriate enforcement action where required.

The postholder will be responsible for the proactive management of arrears cases, reducing debt, preventing income loss and delivering high levels of collection performance.

They will also support customers to maximise their income through welfare benefits advice, financial inclusion initiatives and referrals to specialist services, helping to sustain tenancies and improve financial resilience.

What You’ll Be Doing

• Manage a designated caseload of rent accounts, ensuring arrears are identified, monitored and addressed promptly.
• Deliver a customer-focused service, ensuring customers understand their responsibility to pay rent and are supported to prevent arrears from escalating.
• Make regular contact with customers through telephone calls, correspondence, home visits and digital channels to maximise income collection and sustain tenancies.
• Negotiate realistic and sustainable repayment arrangements, monitoring compliance and taking appropriate action where agreements are not maintained.
• Take recovery action in accordance with organisational policies and procedures, including preparing and serving legal notices and progressing cases through the legal process where necessary.
• Prepare cases for court and represent the organisation at hearings, ensuring compliance with relevant legislation and pre-action requirements.
• Maintain up-to-date knowledge of welfare benefits, Universal Credit, welfare reform and income maximisation opportunities.
• Identify customers experiencing financial hardship or vulnerability and provide appropriate support, advice and referrals.
• Undertake financial assessments and develop sustainable solutions to improve financial resilience and tenancy sustainment.
• Support customers to access welfare benefits, Discretionary Housing Payments, grants and other financial assistance.
• Work closely with Housing Officers, the Tenancy Sustainability Officer, support teams and external agencies to sustain tenancies.
• Identify vulnerabilities and safeguarding concerns and make appropriate referrals.

Who we’re looking for?

• 2+ years working in social housing income recovery.
• Experience preparing and presenting court cases in the county court.
• Experience working in a high‑volume, fast‑paced environment.
• 5 GCSEs including Maths and English or other relevant professional qualifications
• Strong communication, interpersonal, negotiation, and decision‑making skills.
• Ability to manage conflicting priorities and work independently and as part of a team.
• Reliable and punctual

Why join us?

This is not just a ‘job’ this is the feeling of knowing that you are part of something bigger and being able to go home each day with job satisfaction and pride in what is achieved by Trident Group every day.

Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:

• Trustworthy
• Collaborative
• Accountable
• People Focused
• Caring in all we do

The Benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days
• A day off for your birthday
• 4 days off when you move home
• Life assurance (3 x salary)
• Employee Assistance programme & wellbeing programme
• Flexible Working options
• Learning & Development opportunities

Who we are?

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more.

The Group consists of:

• Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
• Trident Reach, which is a registered care and support charity delivering trauma informed care and support services.

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible
• communicating and promoting vacancies
• offering an interview to disabled people
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• at least one activity that will make a difference for disabled people

Additional Information

All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.

As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be considered.

Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).

At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.